Walk-in || Help Desk Executive

Job Summary
The help desk coordinator is responsible for providing support and assistance to the client by troubleshooting the technical issues and providing the appropriate resolutions for the same. He/she researches the basic cause of the problem and makes sure that it does not reoccur frequently. He/she escalates the problem to the next level if he/she is unable to resolve it at his/her level. To get a better idea, listed below are a few of the key responsibilities that need to be handled by a help desk coordinator in information technology .

Role & responsibilities

• To answer all the requests received through phone, emails, walk ins, etc., and to ensure that there is proper delivery of the services as per the rules and regulations of the organization as well as by abiding to its quality standards.
• To assess and analyze the problem, to study its impact and to advise on the proper supportive functions that are necessary.
• To recognize the problem areas, to gather the relevant information, and to conduct thorough research to diagnose the source or the root cause of the issue.
• To recommend adjustments to meet the end users requirements and assist in determining, maintaining, analyzing, identifying and monitoring the issues related to problem management.
• To keep a track record of all the relevant documentation and to make sure effective contribution is made to improvise the operational procedures.
• To Handle client calls & Vendor management.
• Asset Handling.

Preferred candidate profile

• 1-2 years of experience in a Helpdesk, IT Support Coordinator role.
• Hands-on experience with ticketing/helpdesk tools such as ServiceNow, Jira Service Management, Freshservice, Zendesk, ManageEngine ServiceDesk Plus, or similar ITSM platforms.
• Strong working knowledge of Microsoft Excel, including VLOOKUP, HLOOKUP, Pivot Tables, and basic data analysis.