End User Support - Call Coordinator
Jio Platforms Limited (JPL)
2 - 5 years
Mumbai
Posted: 10/01/2026
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Job Description
Job Accountabilities
- Call Management - Answer and professionally manage all incoming calls related to IT issues or service requests.
- Ticket Logging & Accuracy: Log all calls and requests meticulously into the ticketing system, ensuring all information (user details, issue description, severity) is accurate and complete.
- Sharing the Ticket ID with the user & keep end-users informed about the status of their requests
- Answer and manage incoming calls related to IT issues or service requests.
- Provide process-related assistance and basic troubleshooting guidance to end-users over the phone
- Monitor the progress of open tickets and follow up with technicians to ensure timely resolution
- Working in Shifts for 24X7 support
Skills Required (Knowledge and Skills)
- Good Communication Skills
- Clear and Pleasant Voice
- Active Listening
- Empathy
- Basic knowledge of Windows & MAC Operating systems
- Basic knowledge of Desktops & Laptop Hardware.
- ITIL knowledge
Key Attributes (Experience and Qualifications)
Graduate in BE (IT / CSE)/ B. TECH /BCA / BSC-IT
- Experience 0 to 2 yrs
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