Help Desk Coordinator- It

6 days ago

Mumbai Maharashtra, India Indus Systems & Services Pvt. Ltd Full time

**Position Overview**:
**Key Responsibilities**:

- **Ticket Coordination**:

- Monitor and manage incoming service tickets via the service desk portal.
- Assign tickets to appropriate engineers based on priority and expertise.
- Track ticket progress and ensure timely resolution in line with SLA timelines.
- Follow up to ensure tickets are updated and closed appropriately.
- **Engineer Scheduling & Management**:

- Arrange alternate engineers to cover customer locations when necessary.
- Plan and allocate engineers for service installations and urgent service requests.
- **Service Desk Management**:

- Maintain and update the service desk portal with accurate ticket statuses.
- Escalate unresolved or delayed tickets to the relevant teams or higher management.
- Prepare reports on ticket statuses, SLA compliance, and engineer performance.
- **Communication & Coordination**:

- Act as the main point of communication between customers, engineers, and management.
- Respond to client inquiries regarding ticket status and service updates.
- Ensure engineers understand priorities and assignments clearly.
- **Administrative Support**:

- Maintain accurate records of service activities, attendance, and engineer schedules.
- Collaborate with HR for leave approvals and attendance management.
- Assist management with data and insights on service desk performance.

Pay: ₹20,000.00 - ₹27,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

Shift:

- Day shift
- Rotational shift

**Experience**:

- total work: 1 year (preferred)

Work Location: In person

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