Service Desk Coordinator

1 day ago

Cochin, Kerala, India beBeeServiceDeskManager Full time ₹ 3,00,000 - ₹ 6,00,000
Job Summary

This role involves overseeing daily activities of an IT service desk or help desk team. The ideal candidate will ensure customer issues and technical support requests are addressed promptly.


Main Responsibilities
  • Team Supervision:
    • The Service Desk Manager will manage a team of technicians or support staff.
    • They will provide guidance, coaching, and training to team members.
    • Monitoring performance and ensuring adherence to service level agreements (SLAs) is crucial.
  • Ticket Management:
    • The Service Desk Manager will receive, prioritize, and assign service requests and incidents to team members.
    • Ensuring accurate documentation of all tickets is essential.
    • The Service Desk Manager must monitor ticket queues for timely resolution and escalation as needed.
  • Customer Support:
    • As the primary point of contact, the Service Desk Manager will respond to customer inquiries and resolve technical issues efficiently.
    • Maintaining high customer satisfaction through effective communication is vital.
  • Process Improvement:
    • The Service Desk Manager will identify opportunities to enhance service desk processes and workflows.
    • Implementing best practices to improve efficiency and customer service is key.
  • Technical Knowledge:
    • The Service Desk Manager should stay updated on IT industry trends and technologies.
    • Providing technical guidance to team members is essential.
  • Requirements
    • Familiarity with service desk ticketing tools is required.
    • Prior experience in handling service desk tickets is preferred.
    • Proficiency in Microsoft Office (Excel, Word) is necessary.
    • Excellent written and verbal communication skills are essential.
    • Familiarity with the ITIL framework is a plus.

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