Helpdesk Executive

Designation : Helpdesk Executive Qualification : Any Degree Experience Required: 2+ Years Shift Timings: Rotational Shift Work Schedule: 6 days per week Work location: Bangalore, Mahadevpura Ticketing tool experience , Communication Ticketing Management and Assignment: - Monitor the ticketing portal and assign tickets to the appropriate team members based on expertise and workload. - Ensure the tickets are categorized correctly for streamlined resolution. - Update ticket details if necessary to reflect accurate information. - Follow up on the progress of each request by coordinating with respective assignees and monitoring their response time and GCal invites. - Keep tabs on feedback to ensure the closure of the task. SLA Monitoring and Milestone Management: - Mark and track ticket progress to prevent SLA breaches. - Set and manage milestones to ensure timely resolution. - Communicate with relevant stakeholders regarding statuses and concerns. - Coordinate for maintenance and repairs when a ticket is raised. - Oversee the actioning of the tickets for Meeting & Events. Tableau Dashboard Reporting and Data Analysis: - Generate reports on the number of tickets received, actioned, pending, cancelled and closed. - Analyse employee performance by tracking the number of tickets handled per individual. - Identify location- based trends in ticket submissions. - Anticipates needs, responds to client issues in an expedient and professional manner - Builds lasting relationships quickly Internal Documentation and Record- Keeping: - Maintain and update Quip pages with essential records. - Organize and track important ticket- related data in Google Sheets. - Ensure accurate documentation for audit and review purposes. Training and Team Development: - Train new hires and existing team members on the ticketing process and best practices. - Audit and conduct sessions to improve efficiency and adherence to laid guidelines. - Provide ongoing support to the team. Ad-hoc Tasks and Managerial Support: - Execute additional tasks assigned by the Manager as per business needs. - Support special projects and process improvements related to helpdesk operations. Reception Desk Management (In GSA Absence): - Handle front desk responsibilities, including visitor management. - Ensure smooth operations and maintain professionalism in client interactions. - Provide administrative support, when required.