HELPDESK EXECUTIVE - IT

Job Description:

Skylark Information Technologies Private Limited is established in 1993, Skylark is one of the leading award-winning System Integrated (SI) Company in By leveraging 26 years of experience in IT services and strong experience in Digital Technology Solutions, thereby partnering with leading technology OEMs, Skylark offers Hybrid IT, Multi-Cloud Solutions, Enterprise Networking, Cybersecurity Solutions, IT Services and Block Chain

We have branches in Chennai, Bangalore, Kochi, Hyderabad, Coimbatore, Mumbai, and

Website:

• Receive and record incidents, service requests from customers and internal team, through the agreed modes of communication ( Phone, email, web etc).
  
• Logging end users IT complaints in the call logging
  
• Classify and prioritize the incidents/service requests / change requests as per the definedcategories, urgency and
  
• Allocate the incidents/service requests /change
  
• Sensible allocation of calls based on the severity in line with the Service Level Agreement (SLA).
  
• Monitor, track and update the progress status of all incidents and service
  
• Tracking end users IT complaints till closure with the support of Technical Support
  
• Timely triggering of escalation to technical team and Supervisor before the response and resolution of
  
• Escalate incidents/service requests which are going beyond the agreed service
  
• Record customer complaints and inform the concerned management staff for appropriate
  
• Logging and tracking incidents/service requests that require resolution from
  
• Notify IT users & on-site engineers with the progress status of all queries, incidents, service requests, change requests and
  
• Getting the transactional feedback from end users after closure of the calls by doing the necessary follow-ups with location engineers and end
  
• Analysis of call reports and end users Preparation of engineer productivity
  
• Preparation of daily, weekly & Monthly reportsand sharing the reports to Supervisor within the agreed timelines
  

Requirements

Requirements:

• Any degree or
  
• Good Communication Skills
  

Benefits

National & Festival Holidays

Medical Insurance

Paid Leaves

Awards & Rewards

Career advancement learning opportunities

Diversify & Inclusive Culture