Helpdesk Co-ordinator

Key Responsibilities Ticket Management o Log all IT service requests incidents raised by users through phone email or in- person o Assign tickets to the relevant IT engineer based on the nature of the issue and engineer availability o Ensure timely acknowledgment of tickets logged in the Helpdesk system ManageEngine ServiceDesk Plus or equivalent o Follow up with the concerned engineer for updates and resolution timelines o Provide regular status updates to end-users and ensure ticket closure confirmation Escalation Handling o Proactively escalate delayed or unresolved tickets to the appropriate senior IT team members or as per escalation matrix o Track the ticket lifecycle to ensure SLA adherence Asset Management o Maintain and update the IT Asset Register regularly o Coordinate with the team for asset issuance movement and return laptops desktops printers accessories etc o Ensure tagging and documentation of all IT assets in coordination with the IT Infrastructure Team Reporting G Documentation o Generate daily weekly and monthly reports on ticket statistics open issues SLA breaches etc o Maintain proper documentation of asset movements handover forms incident reports etc Communication G Coordination o Act as a central communication point for all IT-related queries and complaints o Communicate with vendors if required for updates on external support tickets o Maintain professional and courteous behaviour while interacting with users at all levels Job Types Full-time Permanent Pay 17 000 00 - 27 000 00 per month Benefits Health insurance Provident Fund Work Location In person