IT Help Desk Coordinator

2 weeks ago

Mumbai City District, India Khaitan & Co Full time ₹ 5,00,000 - ₹ 8,00,000 per year

Roles & Responsibilities [IT HelpDesk Call-Coordinator]

  • Attend user calls for issues and assign it to the available IT executive
  • Oversee the day-to-day operations of the IT helpdesk team
  • Follow ISO27001 processes and procedures.
  • Monitor the progress of support requests and ensure that they are resolved in a timely and efficient manner
  • Identify and implement areas for improvement in the helpdesk process
  • Manage the helpdesk team's budget and resources
  • Compile and report on helpdesk metrics
  • Collaborate with other IT teams to resolve complex support issues
  • Provide training and support to helpdesk team members
  • Follow up will users for their feedback on the resolved issue
  • Updating all asset records and filing of documents.
  • Follow-up with vendors for product pricing, first level negotiation and preparing Purchase Orders.
  • Liaising with accounts team for bills and payment. Timely processing of all IT invoices.
  • Keeping records of page count of all printers and follow-up with the print service provider for supplies and issues.
  • Sending the call-record list on a daily basis to the team.
  • Assisting the reception with guest Wi-Fi access.
  • Maintaining register of people accessing the server and hub room.
  • Ensure IT responds satisfactorily to all users.
  • Good communication skills both oral and written
  • Operate asset management solution and ensuring all IT asset records are updated.
  • Work from All Mumbai offices OWC, EmpireMills (Parel) and OneForbes (CST) office.

Technical Competencies

  1. User Support

  2. User calls / requests to be attended immediately.

  3. Incident management (as per ISO27001 processes)

  4. Asset Management

  5. Asset inventory

  6. AMC management (of all IT equipment)

  7. Asset disposal with proper records

  8. System sourcing

  9. RFP

  10. Procurement
  11. Vendor management

Desired Skills and Experience

  • Experience with IT helpdesk management software
  • Experience with ITIL or other IT service management frameworks
  • Experience with project management
  • Experience with technical writing and documentation

Qualifications and Requirements

  • Bachelor's degree in IT or a related field
  • 5+ years of experience in an IT helpdesk role
  • Strong technical knowledge of IT systems and software
  • Excellent customer service and communication skills
  • Ability to work independently and as part of a team
  • Ability to multitask and manage multiple projects simultaneously.

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