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· Graduate or above · 1+ years of total experience · ManageEngine service desk application (Optional) · Proficient in Microsoft Office (Excel, Word) · Familiarity with the ITIL (Information Technology Infrastructure Library) framework is a plus. · Confidentiality · Work Ethics · Handling any service desk ticketing tool. · Ticket registration via Phone and email · Logging and categorization of tickets · Assign the engineers. · Prepare and submit monthly reports. · Maintain SLAs and do timely escalations. · Proficient in Microsoft Office (Excel, Word) · Ability to speak and write clearly and accurately in English.
Job Types: Full-time, Permanent
Pay: Up to ₹300,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Application Question(s):
- How many years of experience in Service desk coodinator?
- What is your current CTC?
- What is your expected CTC?
Work Location: In person
