IT Helpdesk Coordinator

2 weeks ago

Kochi Kerala, India Soffit Infrastructure Services (P) Ltd Full time

**Job Summary**:
The Service Desk Coordinator is responsible for overseeing and coordinating the day-to-day activities of the IT service desk or help desk team. They play a key role in ensuring that customer issues and technical support requests are addressed promptly and efficiently.

**Main Responsibilities**:
**Team Supervision**:

- Manage a team of service desk technicians or support staff.
- Provide guidance, coaching, and training to team members.
- Monitor team performance and ensure adherence to service level agreements (SLAs).

**Ticket Management**:

- Receive, prioritize, and assign service requests and incidents to appropriate team members.
- Ensure accurate and timely documentation of all tickets.
- Monitor ticket queues to ensure timely resolution and escalation as needed.

**Customer Support**:

- Act as the point of contact for customers and end-users seeking technical assistance.
- Respond to customer inquiries and resolve technical issues promptly.
- Maintain a high level of customer satisfaction through effective communication and problem-solving.

**Process Improvement**:

- Identify opportunities to improve service desk processes and workflows.
- Implement best practices to enhance efficiency and customer service.
- Document and update standard operating procedures (SOPs).

**Technical Knowledge**:

- Stay up-to-date with IT industry trends and technologies.
- Provide technical guidance and expertise to team members when needed.
- Assist with complex technical issues and escalations.

**Reporting and Metrics**:

- Generate reports on service desk performance, including ticket volumes, response times, and resolution rates.
- Analyze data to identify trends and areas for improvement.
- Prepare regular reports for management.

**Vendor and Asset Management**:

- Manage relationships with IT vendors and service providers.
- Assist in procurement and asset management activities as necessary.

**Security and Compliance**:

- Ensure compliance with security policies and procedures.
- Assist in incident response and security-related tasks as required.

**General Responsibilities**:

- Maintain and update configuration documents.
- Maintain assets and software licenses/subscriptions.
- Vendor coordination and support

Pay: ₹300,000.00 - ₹360,000.00 per year

**Benefits**:

- Life insurance

Day range:

- Weekend availability

Shift:

- Day shift

Application Question(s):

- Do you have any experience as a Helpdesk coordinator?
- Do you have any experience with helpdesk ticketing tools?

**Experience**:

- helpdesk coordinator: 1 year (required)
- Incident management: 1 year (required)
- SLA: 1 year (required)
- Problem management: 1 year (preferred)

Work Location: In person

  • Service Desk Coordinator

    2 weeks ago

    Kochi, Kerala, India Soffit Infrastructure Services (P) Ltd Full time

    **Job Summary**: The Service Desk Coordinator is responsible for overseeing and coordinating the day-to-day activities of the IT service desk or help desk team. They play a key role in ensuring that customer issues and technical support requests are addressed promptly and efficiently. **Main Responsibilities**: **Team Supervision**: - Manage a team of...

  • Support Coordinator

    7 days ago

    Kakkanad, Kochi, Kerala, India Voxtron Solutions Full time

    **Position Title**: Support Coordinator **Role Overview**: The Support Coordinator will act as the single point of contact for managing support requests. The role ensures that all support issues are logged accurately, assigned promptly, and resolved within agreed SLAs, with proactive follow-up and escalation as required. **Key Responsibilities**: - Log...

  • Helpdesk Coordinator

    2 weeks ago

    Elamakkara, Kochi, Kerala, India Soffit Infrastructure Services (P) Ltd Full time ₹ 15,000 - ₹ 1,80,000 per year

    Job Summary:The Service Desk Coordinator is responsible for overseeing and coordinating the day-to-day activities of the IT service desk or help desk team. They play a key role in ensuring that customer issues and technical support requests are addressed promptly and efficiently.Main Responsibilities:Team Supervision:Manage a team of service desk technicians...

  • Support Coordinator

    7 days ago

    Kakkanad, Kochi, Kerala, India Voxtron Solutions Full time ₹ 2,00,000 - ₹ 2,50,000 per year

    We are looking for a Support Coordinator to join our team and act as the central point of contact for managing all support requests. This role is key to ensuring smooth communication between customers and our technical team, maintaining service quality, and meeting agreed SLAs. The ideal candidate will be highly organized, proactive, and customer-focused,...

  • IT Support Executive

    7 days ago

    Kochi, Kerala, India Abj Associates Full time

    Designation: IT Support Coordinator Salary : 23K to 25K Location : Kochi Qualification: Graduate Experience: 2 Year We are seeking a skilled and customer-focused **IT Support Executive** to join our IT department. Key Responsibilities: - Well Knowledge in Cloud, RC MS **Required Skills and Qualifications**: - Bachelor’s degree in Computer Science,...

  • Sales & Implementation Coordinator

    2 weeks ago

    Kochi, Kerala, India ByteZora IT Consulting & Technologies Full time

    **Job Summary** **Key Responsibilities** - **Lead Identification & Qualification**: - Research and identify potential leads aligned with our IT service offerings. - Maintain and update the lead database. - **Proposal Management**: - Prepare and send professional proposals to clients. - Follow up on proposals and maintain client communication. - **Client...

  • Web Coordinator

    2 weeks ago

    Kochi, India GS IT Full time

    **WEB COORDINATOR** **About Us** Global Surf, a Dubai-based digital agency, specializes in crafting exceptional websites and brand identities. Our mission is to enhance our clients' digital presence by creating engaging, customer[1]focused digital spaces informed by extensive research. **Job Summary**: We are looking for a proactive and detail-oriented...

  • IT Support

    2 weeks ago

    Kochi, India GS-IT Insfrastructure Full time

    Perform remote troubleshooting through diagnostic techniques and pertinent questions - Determine the best solution based on the issue and details provided by customers - Walk the customer through the problem-solving process - Direct unresolved issues to the next level of support personnel - Record events and problems and their resolution in logs - Follow-up...

  • Junior Web Client Coordinator

    7 days ago

    Kochi, India GS-IT Insfrastructure Full time

    We are looking for a web/Application Project Coordinator to take the lead of our projects, coordinate with clients and provide day-to-day oversight of the projects in accordance with defined target, strategies and goals. **Roles and Responsibilities** - Serve as the point of contact for clients and provide timely & comprehensive written and oral updates to...

  • Project Coordinator

    2 weeks ago

    Calicut, Kerala, India SCALEUP IT SOLUTION Full time

    **Job Title**: Project Coordinator **Location**: kakkadampoyil **age limite**:25 above **Food and accommodation provided** **must have minimum 5 years of experience** **Key Responsibilities**: - Assist in planning, scheduling, and coordinating project activities. - Maintain project documentation, including contracts, project plans, and timelines. -...