Helpdesk Coordinator

6 months ago

Surat, India Acma Computers Ltd Full time

Helpdesk shall also be responsible for prioritization of the calls as per the severity levels.

Helpdesk shall generate end of the day report of calls (Open/ SLA Breached / Closed).

Re-investigate and resolve the reopening of tickets.

Notifying Customer with call ticket and update on who is attending and when (currently the automated ticketing system takes care of SLA end date time)

Assigning severity level to each call as per the predefined definitions and SLA

Call tracking, closing with feedback from affected user

Escalation of calls to various levels and create related tasks

Identification and resolution of chronic calls and problem

Co-ordination with vendor for technical problems logged at the Help Desk to ensure proper closure of problems

Report generations of performance, SLA etc.

Assign calls to appropriate manpower. (not limited to the below issues/requests & applicable to current and future list of approved software) e.g.:
**Salary**: ₹20,000.00 - ₹22,000.00 per month

**Benefits**:

- Provident Fund

Schedule:

- Day shift

Ability to commute/relocate:

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

**Experience**:

- Helpdesk Coordinator: 1 year (required)
- Ticketing system: 1 year (required)

**Speak with the employer**
+91 +91 91369 89634

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