Service Desk Coordinator

3 days 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

Shift:

- Day shift

Work Days:

- Weekend availability

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

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