Call coordinator

22 hours ago

Goregaon, India Progressive Infotech Full time

Role & responsibilities

Service Desk Engineer:-

  • Key Responsibilities:
  • Ticket Management: Use the IT Service Management (ITSM) tool to log, track, and manage incidents and service requests.
  • SLA Management: Monitor and ensure that SLAs are met by tracking ticket progress and ensuring timely resolution by assigning tickets to the appropriate engineers.
  • Bridge Communication: Act as the primary point of contact between the engineering team and end-users, providing updates, clarifying requirements, and resolving any issues related to incidents or requests.
  • Ticket Assignment: Review incoming tickets and assign them to the appropriate support engineers based on priority and expertise.
  • Incident Reporting: Prepare and generate incident reports, summarizing issues, resolutions, and any relevant details for ongoing monitoring or post-mortem analysis.
  • Pack & Catch Support: Assist with the preparation, packaging, and labeling of IT hardware for deployment to end-users.
  • Basic Troubleshooting: Assist with basic troubleshooting of IT devices and software in coordination with the engineering team when necessary.
  • End-User Assistance: Support end-users by gathering relevant details for tickets and communicating necessary information to engineers for resolution.
  • Documentation & Reporting: Maintain clear and organized documentation related to ticketing, inventory, and incident management to ensure transparency and accuracy.

Skills & Qualifications:

  • Experience working with ITSM tools (e.g., ServiceNow, JIRA, or similar ticketing platforms).
  • Strong organizational skills and the ability to manage multiple tasks simultaneously.
  • Good understanding of Service Level Agreements (SLAs) and how to track and meet them.
  • Basic knowledge of IT hardware, including laptops, desktops, and peripherals.
  • Excellent communication skills, with the ability to act as an effective liaison between engineers and end-users.
  • Strong attention to detail and accuracy in logging tickets and preparing reports.
  • Ability to prioritize tasks and manage time efficiently in a fast-paced environment.
  • Team player with the ability to work independently when needed.

Preferred Experience:

  • Experience in an IT support, helpdesk, or service desk environment.
  • Familiarity with ITIL frameworks or ITSM processes.
  • Previous experience managing incident reports and SLA adherence.

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