Executive - Helpdesk

Job Title

Job Description Summary

Job Description

§  Attend to incoming calls and responding to email  from customers

§  Record complaints and inform about the complaint to concerned C&W representative.

§  Maintain the MIS for complaints received/completed.

§  Receipt of the bills/invoices from the vendor.

§  Ensure that the Helpdesk is manned by as per the agreed timings.

§  Providing support for internal events

§  Maintaining of First Aid box

KEY RESULT AREAS:

·       Collaborate with other members of the C & W on-site team, to dispatch as well as collect the work orders established after receiving a request through mail/phone/paper.

·       Collect all closed work orders to close the calls

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·       Produce reports based on the data collected, through produced work orders, for C & W and the Client.

·       Receive and answer all incoming calls/mails reporting complaints or work requests.

·       Log in the call through the software, which in term generates work orders

·       Set up reports with all collected data coming from the work orders for the Client as well as for C & W for controlling, transparency and information purposes

·       Maintain the helpdesk work area and equipment in a clean and orderly condition following all prescribed regulations

·       Maintain the confidentiality and security of all data and information relating to the facility