Requirement: 10 persons

Experience: 0-2 yr in Helpdesk Support

Location: Mumbai, Maharashtra

Qualifications & Skills

Any graduate degree from a government-recognized university.
Working knowledge of Windows, Linux, and macOS environments.
Good understanding of computer systems, mobile devices, and other technology products.
Ability to diagnose and troubleshoot basic technical issues.
Ability to provide step-by-step technical assistance, both written and verbal.
Language proficiency in English and Hindi (Read/Write/Speak/Listen).
In addition to English and Hindi, speaking and listening proficiency in at least two of the following languagesTamil, Malayalam, Telugu, or Kannada is preferred.
Good interpersonal and customer service skills.

Responsibilities

Serve as the first point of contact for users connecting to the helpdesk via phone, email, portal, WhatsApp, or in person.
Receive and respond to calls, emails, online requests, WhatsApp messages, and other communication channels.
Maintain a thorough understanding of helpdesk processes and resolution procedures.
Ensure proper logging, categorization, and routing of complaints and service requests.
Monitor grievance/crisis ticket volumes, queues, and related timelines.
Handle high-priority cases/incidents and escalate for immediate action.
Maintain an in-depth understanding of the software and equipment used by customers/organization.
Ensure all calls are properly documented and logged.
Maintain positive relationships with internal teams and client-side stakeholders.
Ensure relevant documents, manuals, and knowledge resources are up to date and readily accessible.
Be willing to work on a rotational shift basis (Morning / Evening / Night) as per roster assignment.

Help Desk Support Engineer