IT Help Desk Coordinator

About Company

Dixit Infotech Services Pvt. Ltd. is one of India’s leading information technology service integrators and solution providers. Dixit is a fast-paced, dynamic organization. Our pride and glory lie in being a customer-centric and forward-thinking company.

45 years young, our long experience packed with up-to-date trends and knowledge makes us an IT infrastructure company you can trust.

With over 800 employees serving through 41 service locations and 5 offices across India, we provide infrastructure management services, cloud computing, data storage, backup and security, unified communication, enterprise mobility, and more.

Partnering with major OEMs, we offer Managed Print Services, AMC and FMS, Device-as-a-Service, structured cabling, and surveillance services to our esteemed clients.

Customized solutions, certified professionals, quick responses, and our adaptable attitude towards customer care for your IT infrastructure needs make us 'The X factor in your IT.’

Our Vision: To be the best-in-class in IT services in India and overseas.

Our Mission: To provide customized services and solutions and be the No. 1 choice for all IT needs.

Job Description

User Call Management

• Handle incoming user calls for IT issues
• Assign user issues to the appropriate IT Helpdesk/Servicedesk executive

IT Ticketing System Management

• Maintain strong expertise in IT ticketing solutions
• Experience with ITSM ticket management tools (preferred)

Communication & Support

• Provide excellent oral and written communication with users via email, Teams chat and call.
• Follow up with users in person or email to gather feedback on resolved issues and ensure satisfaction

Quality Assurance & Monitoring

• Review tickets logged by IT Executive team and provide constructive feedback
• Monitor IT Executives' calls, emails, lunch breaks, and office timings
• Report team activity findings to the KCO team

Request Management & Reporting

• Monitor and review user requests received via email and phone
• Share a summary of pending requests with the KCO team by end of day
• Prepare and share daily, weekly, and monthly call ticket reports

Asset & Access Management

• Assist with asset management tasks including tagging, verification, and record maintenance
• Maintain an updated register of individuals accessing the server and hub room

Escalation & Compliance

• Identify and escalate unresolved or critical issues to the KCO IT Team
• Ensure all processes adhere to FIM policies, standards, and IT compliance requirements

Department

Service

Open Positions

1

Skills Required

Coordination, IT Service Desk, Escalations,Resolution,Follow Ups, Ticketing, Help Desk Coordinator

Experience

2 to 6 years

Location

Lower Parel, Mumbai, Maharashtra, India