Service Desk/ Helpdesk Executive

Job Role:Service Desk/ Helpdesk ExecutiveJob location:Vikhroli - MumbaiQualification:Any GraduateExperience:Minimum 2 yearsWorking days:6 days a week (Sunday week off)Shift:Day shiftResponsibilities:Call logging though Mail/Phone and share Case ID with User.It is expected to have 15 mins response for all the logged calls.Assign call to Remote Support team for First level troubleshoot.If call does not resolve remotely call will get assigned to backend service team for on-call supportFollow-up with the backend team for on-call support engineer.Coordinator will check the user availability for scheduling Onsite engineer.Daily report circulates to respective ZSA data include engineer detail/Calls status/schedule.Maintain RE-attendance sheet/Engineer detail & arrange back up whenever require for branches.Mail initiated by HD team if any engineer goes on Leave to all stakeholder (backup detail) Attendance circulation with respective ZSA as per schedule timing.Revalidate call logged by user and make necessary changes in OTRS (Priority/Category) and assign to next level for troubleshooting /action by HDFollow-up with Re engineers and get call close as per SLACoordinating with various business team for latest update till closure Track pending calls & follows up.Mail communication with stakeholder and revert wherever require and provide backup engineer on special request from client.Call review with TL for Open calls.Perform various Activities & follow-up as per schedule by ZSA/TL with RE-engineer's.If your profile meets above skills, kindly share your updated resume @sumitra.malla@dynacons. com /9619352675