Helpdesk Executive

JOB TITLE: Helpdesk Executive
REPORTING TO: Help Desk – Team Leader                                            
 
 
PURPOSE OF THE ROLE                
 
Attend to Calls pertaining to customer complaints, data management and reporting.
 

Key Responsibilities

KEY RESPONSIBILITIES


  • Attend to calls pertaining to customer queries, complaints on the toll free line and record them
  • Assign calls to respective Senior engineers/Engineers
  • Monitor the call progress and status 
  • Data Management pertaining to Service calls and escalations
  • Data Analysis & suggesting appropriate action
  • Robust Reporting: MIS, Internal 
  • Point of contact for the Field engineers for non technical issues

Skills, Knowledge & Expertise

KEY INTERFACES
  • Staff from Service Team
  • Product/Tech support team
  • GGS Central office
  • Clients and their respective Admin teams
EDUCATIONAL QUALIFICATIONS / TRAINING
  • Graduate with at least 2 year of relevant experience