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IT Helpdesk Coordinator
4 weeks ago
**Job Summary**:
The Service Desk Coordinator is responsible for overseeing and coordinating the day-to-day activities of the IT service desk or help desk team. They play a key role in ensuring that customer issues and technical support requests are addressed promptly and efficiently.
**Main Responsibilities**:
**Team Supervision**:
- Manage a team of service desk technicians or support staff.
- Provide guidance, coaching, and training to team members.
- Monitor team performance and ensure adherence to service level agreements (SLAs).
**Ticket Management**:
- Receive, prioritize, and assign service requests and incidents to appropriate team members.
- Ensure accurate and timely documentation of all tickets.
- Monitor ticket queues to ensure timely resolution and escalation as needed.
**Customer Support**:
- Act as the point of contact for customers and end-users seeking technical assistance.
- Respond to customer inquiries and resolve technical issues promptly.
- Maintain a high level of customer satisfaction through effective communication and problem-solving.
**Process Improvement**:
- Identify opportunities to improve service desk processes and workflows.
- Implement best practices to enhance efficiency and customer service.
- Document and update standard operating procedures (SOPs).
**Technical Knowledge**:
- Stay up-to-date with IT industry trends and technologies.
- Provide technical guidance and expertise to team members when needed.
- Assist with complex technical issues and escalations.
**Reporting and Metrics**:
- Generate reports on service desk performance, including ticket volumes, response times, and resolution rates.
- Analyze data to identify trends and areas for improvement.
- Prepare regular reports for management.
**Vendor and Asset Management**:
- Manage relationships with IT vendors and service providers.
- Assist in procurement and asset management activities as necessary.
**Security and Compliance**:
- Ensure compliance with security policies and procedures.
- Assist in incident response and security-related tasks as required.
**General Responsibilities**:
- Maintain and update configuration documents.
- Maintain assets and software licenses/subscriptions.
- Vendor coordination and support
Pay: ₹300,000.00 - ₹360,000.00 per year
**Benefits**:
- Life insurance
Day range:
- Weekend availability
Shift:
- Day shift
Application Question(s):
- Do you have any experience as a Helpdesk coordinator?
- Do you have any experience with helpdesk ticketing tools?
**Experience**:
- helpdesk coordinator: 1 year (required)
- Incident management: 1 year (required)
- SLA: 1 year (required)
- Problem management: 1 year (preferred)
Work Location: In person
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