Service Desk Officer (Helpdesk)

The Service Desk Officer will be responsible for follow-up and planning for customer requests. Perform post-updater controls and checks. Preparation of weekly changes reports for presentation. Do appropriate reporting to concerned departments.

The Service Desk Officer will be responsible for follow-up and planning for customer requests. Perform post-updater controls and checks. Preparation of weekly changes reports for presentation. Do appropriate reporting to concerned departments.

Roles and Responsibilities: 

1. Follow-up of daily planning:

• Despatch customer request on a daily basis.
• Monitor and raise alert on important/urgent customer requests.
• Follow-up on urgency detected.
• Monitoring of alerts received from clients (e.g auto import report, QCA, schedulers).
• Check realized planning and alert if not done in time.

2. Monthly updater and changes report:

• Maintain updater calendar.
• Follow-up on planned and realized updater.
• Prepare, review and correct changes reports(Converted / java / Web).
• Send changes reports to clients after updater.
• Post updater checks - after each updater is run, sanity check to be done as per list of basic checks.
• Weekly preparation of changes report for presentation and explanation to Managed Services and Help Desk.

3. Reporting:

• Generation of customer requests list for meetings(Output queue, General queue).
• Any other queue that might be under the responsibility of Help Desk.
• Any other ADHOC report that might be requested.
• Monthly reports to management.

4. Maintenance Request Tracker(Customer Request Management Tool):

• Customer request stalled/resolved/committed/updater
• Quality control on tagging of customer request

Key Responsibilities

• Execute transactions with analysis, minimal direction. 
• Respond to information requests by searching and escalating to the supervisor as appropriate.
• File, archive, and retrieve documents using filing standards.
• Produce standard correspondence by following existing templates.
• Conduct data verification
• Participate in process improvement initiatives or special projects as assigned.
• Meet established goals and objectives for client deliverable.

Profile

• HSC, Diploma in a related field or certificates in IATA along with at least 1 year of relevant work experience
• An eye for detail and the ability to maintain high standards of quality
• Excellent communication skills – both written and spoken
• Strong analytical skills and efficient planning skills
• Team player
• Proficient in MS Office

What do we offer?

• Company Doctor & Health Insurance 
• Pension contribution for your retirement  
• On-call allowance
• Shift allowance

Working Hours (Rotational Shifts):

• 08:00 to 17:00 
• 15:00 to 23:00

The Management reserves the right to call only successful candidates for an interview or not to make any appointment.