Desktop Support Call Coordinator
Rigved Technologies Private Limited
Mumbai, Maharashtra, India · Full Time
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- Experience
- 1–3 yrs
- Salary
- INR 1,000 – INR 15,000 / month
- Openings
- 1
- Posted
- 3 weeks ago
- Work mode
- In office
- Education
- Graduate in IT or Computer Science
- Resume
- Required to apply
Where you'll work
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Job description
Job Overview
We are seeking a dedicated IT Support Executive for our L1 Service Desk to manage incoming technical support calls and provide initial troubleshooting assistance. This role involves understanding user issues, addressing basic IT problems, logging and tracking incidents, and escalating more complex matters to technical teams.
Key Responsibilities
- Handle incoming IT support requests via calls, ensuring clear understanding of user concerns.
- Log support tickets using tools like ServiceNow and Remedy.
- Maintain professional communication with customers and adhere to call-handling protocols.
Required Skills and Knowledge
- Strong understanding of IT Service Desk and Helpdesk operations.
- Basic command of Windows operating systems, Microsoft Office suite, Outlook, printer support, and networking fundamentals.
Performance Indicators
- Number of calls managed and tickets accurately logged.
- First Call Resolution rate.
- Compliance with Service Level Agreements (SLA).
- Average response and problem resolution time.
- Precise ticket categorization and quality.
- User satisfaction metrics.
- Proper escalation and timely follow-up on unresolved problems.
Education
Graduate degree in IT, Computer Science, or a related field.
Minimum education
Bachelor's Degree