Provide end-to-end support for user issues logged via phone, email, live chat, or web-based ticketing systems.
Raise tickets on behalf of users and ensure timely follow-up with concerned teams.
Escalate unresolved or high-priority issues as per defined SLAs.
Ensure proper ticket closure with confirmation from the user.
Support various ticket sources including:
Call center queries
Internal employee requests
Customer service-related issues
2. User Permission & Role Management
Handle user requests for application access, role changes, or permission issues.
Assign appropriate roles and access rights based on predefined policies.
Assist users in resolving access denials or related technical errors.
Keep users informed on the status of their access requests or issues.
Monitor helpdesk performance metrics:
Response and resolution times
User feedback and satisfaction
Generate periodic reports highlighting:
Ticket volume and types
Common recurring issues
Recommendations for service improvement
Maintain and regularly update internal documentation and knowledge base articles for recurring issues and best practices.
3. Master Data Issue Handling
Manage and resolve tickets related to missing, incorrect, or outdated master data in systems.
Collaborate with relevant internal teams (e.g., data management or IT) to investigate and fix data discrepancies.
Track progress and ensure timely resolution of data-related issues.
4. General & Non-Technical Support
Address user-reported non-technical issues and provide necessary assistance.
Determine when escalation is required and route issues appropriately.
Maintain a high standard of communication and professionalism in all user interactions.
Ensure that all support activities are logged and tracked for audit and review purposes.
Job Type: Full-time
Work Location: In person
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