IT Help Desk Coordinator

2 weeks ago

Ahmedabad, Gujarat, India BeeKayIT NetSec Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Role & responsibilities

  • Coordinates the processing of incoming requests to the Helpdesk via all methods to ensure courteous, Timely and effective resolution of end user issues, based on issue priority.
  • Triage work orders to the appropriate IT Services staff member based on role, work order load and location proximity to the issue.
  • Escalate work orders to second level IT support and third level IT support as required.
  • Identify problem areas and devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Develop help sheets, solutions and FAQ list for end users.
  • Develop standard operating procedures for IT support staff that outline how problems are identified, documented, assigned and corrected.
  • Develop request handling and escalation policies and procedures.
  • Alert management to emerging trends in incidents.
  • Track and analyse trends in the Service Desk and generate statistical reports.
  • Generate reports based on service level agreements and required metrics.
  • Maintain strict confidentiality of information that may be disclosed when working on users systems.
  • Perform other related duties, as assigned.

Preferred candidate profile:

Candidate must be able to talk fluently in English

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