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Help Desk Coordinator

2 months ago

Ahmedabad, India BeeKayIT NetSec Solutions Pvt. Ltd Full time

**-**:Responsibility**:

- **
- Coordinates the processing of incoming requests to the Helpdesk via all methods to ensure courteous, Timely and effective resolution of end-user issues, based on issue priority.
- Triage work orders to the appropriate IT Services staff member based on role, work order load and location proximity to the issue.
- Escalate work orders to second-level IT support and third-level IT support as required.
- Identify problem areas and devise and deliver solutions to enhance the quality of service and prevent future problems.
- Develop help sheets, solutions and FAQ lists for end users.
- Develop standard operating procedures for IT support staff that outline how problems are identified, documented, assigned and corrected.
- Develop request handling and escalation policies and procedures.
- Alert management to emerging trends in incidents.
- Track and analyse trends in the Service Desk and generate statistical reports.
- Generate reports based on service level agreements and required metrics.
- Maintain strict confidentiality of information that may be disclosed when working on user's systems.
- Perform other related duties, as assigned.**-: Requirements and skill set:

- **
- Proven ability to effectively prioritize and execute tasks in a high-pressure environment.
- Good analysing, diagnosing and resolving skills.
- Exceptional interpersonal skills, with a focus on listening and questioning skills.
- Excellent time management skills and oral and written communication skills, tact and discretion.
- ITIL certification is mandatory

**Salary**: ₹15,000.00 - ₹20,000.00 per month

**Benefits**:

- Health insurance
- Paid time off

Shift:

- Day shift

Ability to commute/relocate:

- Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work: 2 years (preferred)

Expected Start Date: 01/07/2023

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