Job Description

Key Responsibilities

Helpdesk Management

  • Oversee the helpdesk ticketing system, ensuring timely ticket logging, resource allocation, tracking, follow-up, and resolution
  • Monitor and ensure adherence to defined SLAs for response and resolution times
  • Escalate complex issues as per the escalation matrix and priority level

Team Supervision & Coordination

  • Manage day-to-day activities of the IT helpdesk team
  • Ensure optimal staffing levels and effective task allocation
  • Provide guidance and support to the IT support team to maintain service quality

End-User & Interdepartmental Communication

  • Act as a liaison between IT and end-users to ensure smooth and clear communication
  • Coordinate with HR for IT-related activities in employee onboarding and exit through HRMS
  • Collaborate with Purchase and Finance teams for procurem...

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