CTDI

Category: IT Support

Qualification: B Tech / BE or equivalent. MCSE, ITIL

Experience: 3 - 6 Years

Location: Mumbai Bandra Kurla

Work Environment:
24/7 operations
6 working days per week with a rotating weekly off
Key Responsibilities:
Provide frontline user support via calls, emails, chat, and ticketing portal
Log, track, and update tickets as per defined helpdesk procedures
Troubleshoot, manage, and escalate issues according to helpdesk policies
Ensure all incidents and resolutions are accurately documented
Maintain SLAs and ensure timely ticket closures
Record and communicate status updates and feedback to users and internal teams
Meet KPIs related to ticket handling, call duration, turnaround time, and first-call resolution
Monitor customer satisfaction and cost per incident
Suggest and implement process improvements
Actively participate in knowledge sharing and continuous improvement initiatives