Overview
About Company
Dixit Infotech Services Pvt. Ltd. is one of India’s leading information technology service integrators and solution providers. Dixit is a fast-paced, dynamic organization. Our pride and glory lie in being a customer-centric and forward-thinking company.
45 years young, our long experience packed with up-to-date trends and knowledge makes us an IT infrastructure company you can trust.
With over 800 employees serving through 41 service locations and 5 offices across India, we provide infrastructure management services, cloud computing, data storage, backup and security, unified communication, enterprise mobility, and more.
Partnering with major OEMs, we offer Managed Print Services, AMC and FMS, Device-as-a-Service, structured cabling, and surveillance services to our esteemed clients.
Customized solutions, certified professionals, quick responses, and our adaptable attitude towards customer care for your IT infrastructure needs make us 'The X factor in your IT.’
Our Vision: To be the best-in-class in IT services in India and overseas.
Our Mission: To provide customized services and solutions and be the No. 1 choice for all IT needs.
Job Description
Roles & Responsibilities [IT HelpDesk Call-Coordinator]
User Call Management: Handle incoming user calls for IT issues and assign them to the appropriate IT Helpdesk/Servicedesk executive.
IT Ticketing System Expertise: Possess a strong understanding of IT ticketing solutions to effectively manage and track user issues. Experience on Jira Ticketing tool would be helpful.
Communication Skills: Excellent oral and written communication skills to interact effectively with users over email and call. Ticket Review and Feedback: Regularly review tickets logged by the IT Executive team and provide constructive feedback to the KCO team. User Feedback
Collection: Follow up with users to gather feedback on resolved issues and ensure their satisfaction.
Pending Requests: Monitor and review user requests received via email and phone, and share a summary of pending requests with the KCO team by the end of the day. Report: Prepare and share daily, weekly, and monthly call ticket reports in collaboration with the KCO team and engineers.
Team Activity Monitoring: Monitor IT Executives calls, emails, lunch breaks, and office timings, and report findings to the KCO team. Asset Management Support: Assist the KCO team with asset management tasks such as asset tagging, physical asset verification, and maintaining asset records.
Access Control Record Maintenance: Maintain an updated register of individuals accessing the server and hub room for security and audit purposes.
Escalation Management: Identify and escalate unresolved or critical issues to the KCO IT Team for timely resolution.
Knowledge Base Maintenance: Collaborate with the IT team to update and maintain a knowledge base of common issues and solutions to improve efficiency.
Training & Development: Provide feedback on training requirements for IT Executives based on performance and recurring issues.
Compliance Adherence: Ensure that all processes adhere to Fim policies, standards, and IT compliance requirements.
Department
Service
Open Positions
1
Skills Required
Coordination, IT Service Desk, Escalations, Resolution, Follow Ups, Ticketing
Experience
2 to 4 years
Location
Mumbai, Maharashtra, India
- 1300000 - 1600000 INR - Annual
- 3 - 7 Yrs
- Pune
- 2400000 - 2600000 INR - Annual
- 6 - 10 Yrs
- Hyderabad
- Noida, Uttar Pradesh, India
- Noida, Uttar Pradesh, India
- Noida, Uttar Pradesh, India
- Noida, Uttar Pradesh, India
- Noida, Uttar Pradesh, India
- Noida, Uttar Pradesh, India