IT Helpdesk Coordinator

14 hours ago

Ahmedabad, India BeeKayIT NetSec Solutions Pvt. Ltd Full time

**Roll: - Helpdesk Coordinator**

**-: Responsibility: -**
- Coordinates the processing of incoming requests to the Helpdesk via Portal and ensures courteous.
- 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.
- IT Asset Management
- Develop standard operating procedures for IT support documents, assigned and corrected.
- handling escalation, policies and procedures.
- 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 users' 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.
- IT Asset and Peripherals Identification.
- Gmail, Google Drive, Outlook, MS Office.
- Ticketing and asset management tool experience preferred.
- ITIL certification or possess knowledge is preferred.

**Salary**: ₹20,000.00 - ₹25,000.00 per month

**Benefits**:

- Health insurance
- Paid time off

Schedule:

- Day shift

Ability to commute/relocate:

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

**Experience**:

- total work: 2 years (preferred)

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