IT Helpdesk Coordinator

3 weeks ago


Mumbai, India JENX Digitech Pvt Ltd Full time

Key Responsibilities

  • Act as the first point of contact for IT-related issues and service requests.
  • Assign calls/tickets to the appropriate support team members based on priority and expertise.
  • Monitor and track calls to ensure resolution within agreed SLAs.
  • Coordinate with internal IT teams and vendors to resolve incidents and service requests.
  • Prepare and maintain MIS reports, dashboards, and call logs for management review.
  • Escalate unresolved issues to higher-level support or management as needed.
  • Ensure compliance with IT helpdesk processes, standards, and procedures.
  • Manage end-user support activities, including guiding users on IT-related queries and ensuring user satisfaction.
  • Maintain updated documentation of recurring issues and resolutions (Knowledge Base).
  • Conduct periodic reviews of helpdesk performance and suggest improvements.

Job Type: Full-time

Pay: ₹11, ₹16,526.71 per month

Benefits:

  • Provident Fund

Work Location: In person



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