Service Desk Coordinator

ServiceDesk Coordinator (Helpdesk coordinator)

Location: Kochi

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: ₹20,000.00 - ₹25,000.00 per month

Benefits:

• Provident Fund

Application Question(s):

• How many years of experience you have as a ServiceDesk Coordinator ?
• Do you have any experience in ManageEngine service desk ?
• What is your Notice Period ?
• What is your Current CTC ?
• What is your Expected CTC ?

Experience:

• minimum: 1 year (Required)

Work Location: In person