IT Servicedesk Coordinator

**Key Responsibilities**:

- **Incident Management & Request Fulfillment**:

- Log, categorize, prioritize, and assign incoming incidents and service requests according to established procedures and SLAs.
- Perform initial troubleshooting and attempt to resolve common IT issues (e.g., password resets, basic software installation/uninstallation, printer issues, network connectivity checks).
- Escalate complex or unresolved issues to appropriate IT teams (e.g., L2/L3 support, network, server, security) with clear and detailed documentation.
- Monitor the status of open tickets, ensuring timely updates and adherence to resolution SLAs.
- Follow up with users to confirm issue resolution and satisfaction.
- **Coordination & Communication**:

- Coordinate with internal IT teams and external vendors for timely resolution of escalated issues.
- Communicate effectively with users, keeping them informed of the status of their requests and any impending changes or outages.
- Proactively identify and communicate emerging IT issues or trends to relevant stakeholders.
- Assist in managing IT service desk schedules and resource allocation to ensure optimal coverage.
- **Documentation & Reporting**:

- Maintain accurate and detailed records of all incidents, service requests, and their resolutions in the ticketing system.
- Contribute to the development and maintenance of the IT knowledge base, creating and updating help sheets, FAQs, and standard operating procedures.
- Generate regular reports on service desk performance, including ticket volumes, resolution times, and SLA adherence.
- Analyze service desk data to identify recurring issues and suggest process improvements.
- **System & Asset Management (Basic)**:

- Assist with basic hardware and software inventory tracking and tagging.
- Support the configuration and deployment of standard laptops and desktops as per guidelines.

**Required Skills and Qualifications**:

- **Education**: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
- **Experience**: 2-3 years of proven experience in an IT Service Desk, Help Desk, or IT Support role.
- **Technical Proficiency**:

- Familiarity with common operating systems (Windows, macOS).
- Working knowledge of Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
- Experience with IT ticketing systems (e.g., ServiceNow, Freshservice, Jira Service Management, Zendesk).
- Basic troubleshooting skills for hardware and software issues.
- Understanding of Active Directory for user management (e.g., password resets, account unlocks).
- **Soft Skills**:

- Excellent verbal and written communication skills in English.
- Strong customer service orientation with a professional and empathetic approach.
- Exceptional problem-solving and analytical abilities.
- Highly organized with strong attention to detail and the ability to manage multiple tasks simultaneously.
- Ability to work independently and as part of a collaborative team.
- Adaptability and a willingness to learn new technologies.
- Ability to work effectively under pressure and prioritize tasks in a fast-paced environment.

**Preferred Skills (Bonus Points)**:

- ITIL Foundation certification.
- Experience with remote support tools.
- Basic understanding of cloud platforms (e.g., Microsoft 365, Google Workspace).
- Prior experience in an enterprise environment.

**Working Conditions**:

- This is a full-time, office-based position in Vidyavihar, Mumbai.
- Standard working hours, with potential for occasional extended hours or on-call support as needed.

**Job Types**: Full-time, Permanent

Pay: ₹11,183.15 - ₹30,473.45 per month

**Benefits**:

- Provident Fund

Shift:

- Day shift

Work Location: In person