IT Helpdesk Coordinator

2 weeks ago


Delhi Delhi, India TNS Infrastructure Technology Pvt.Ltd. Full time

**Location**: Chattarpur (South Delhi)

**Industry Type**: IT Hardware & Networking

**Salary **:As per Norms

**Experience**: Minimum 3 years

**Working - **Monday to Saturday

**Key Responsibilities**:

- **Helpdesk Operations Management**: Oversee daily helpdesk activities, ensuring all support requests are logged, prioritized, and resolved in a timely manner.
- **L1 Support**: Provide first-level technical support for hardware, software, and network-related issues, assisting clients with troubleshooting and problem resolution.
- **Ticketing System Administration**: Manage the ticketing system, including ticket creation, assignment, tracking, and closure, while ensuring accurate documentation of all support activities.
- **Customer Communication**: Serve as the primary point of contact for clients, maintaining clear and effective communication throughout the support process and providing regular updates on the status of their requests.
- **Preventive Maintenance**: Increase the number of preventive maintenance activities to minimize reactive support needs.
- **Service Sales Growth**: Actively promote and increase service sales.
- **Issue Escalation**: Identify issues that require higher-level technical support and escalate them to the appropriate teams, ensuring prompt and efficient resolution.
- **AMC Renewals**: Manage Annual Maintenance Contract (AMC) renewals for existing clients, ensuring timely and effective renewals.
- **RMA Coordination**: Coordinate efforts to reduce Return Merchandise Authorization (RMA) time.
- **Performance Monitoring**: Monitor helpdesk performance metrics, prepare reports, and identify trends or areas for improvement to enhance the quality and efficiency of support services.
- **Reporting and MIS**: Regularly update and maintain Management Information System (MIS) reports to reflect accurate and up-to-date support activities and performance metrics.

**Qualifications**:

- **Experience**: Minimum of 3 years of experience in a helpdesk or IT support role, with a focus on Level 1 support, preferably within a system integrator or similar environment.
- **Customer Service**: Excellent customer service skills, with a proactive and solution-oriented approach to addressing client needs and issues.
- **Communication**: Strong verbal and written communication skills, with the ability to convey technical information clearly to non-technical users.
- **Organizational Skills**: Exceptional organizational and multitasking abilities, with a keen eye for detail and the ability to manage multiple priorities simultaneously.
- **Team Collaboration**: Ability to work effectively as part of a team, as well as independently, demonstrating strong collaboration and interpersonal skills.
- **Education**: A degree in Information Technology, Computer Science, or a related field is preferred but not required. Relevant certifications (e.g., CompTIA A+, ITIL) are a plus.
- **Adaptability**: Ability to adapt to a fast-paced environment and remain composed under pressure.

Pay: ₹20,000.00 - ₹45,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Health insurance
- Provident Fund

Shift:

- Day shift

**Experience**:

- total work: 1 year (preferred)

Work Location: In person

Application Deadline: 30/05/2024
Expected Start Date: 27/05/2024



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