Help Desk Executive (ATM First Level Maintenance)
Position: Help Desk Executive
Department: ATM Support
Job Summary:
We are seeking a Help Desk Executive to manage first-level maintenance (FLM) for ATMs. This role is crucial for ensuring smooth ATM operations through effective communication, coordination, and timely dispatching of maintenance requests to field engineers. The ideal candidate will be proactive in resolving issues, maintaining customer relationships, and ensuring a high level of service quality.
Key Responsibilities:
- Dispatch Maintenance Calls: Receive and log FLM calls related to ATM issues and promptly dispatch them to the appropriate field engineer (custodian) for resolution.
- Follow-Up on Pending Calls: Monitor and follow up on pending maintenance calls to ensure timely closure and effective resolution of issues.
- Handle Queries and Escalations: Address various inquiries from banks and escalate calls as necessary to ensure issues are resolved efficiently.
- Customer Coordination: Maintain regular communication with customers to develop strong relationships and ensure satisfaction with services provided.
- Email Coordination: Send timely and informative emails to customers and senior management regarding ongoing issues and resolutions.
- Team Coordination: Collaborate effectively with both bank teams and field teams to streamline operations and resolve ATM-related issues.
- Issue Resolution: Coordinate with banks to address ATM issues related to carpentry, electrical work, and breakdowns of assets such as AC units, UPS, and CCTV cameras, leveraging vendor support when necessary.
Qualifications:
- Education: Bachelor’s degree (or equivalent experience) preferred, but freshers are welcome to apply.
- Experience: Previous experience in a help desk or technical support role is a plus, but not mandatory.
- Skills:
- Strong communication and interpersonal skills.
- Proficiency in using email and help desk ticketing systems.
- Ability to manage multiple tasks and prioritize effectively.
Pay: ₹15,000.00 - ₹18,000.00 per month
Benefits:
- Life insurance
- Provident Fund
Work Location: In person
