IT Service Desk Coordinator

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

Job Types: Full-time, Permanent

Pay: ₹350,000.00 - ₹500,000.00 per year

Benefits

• Health insurance
• Provident Fund

Application Question(s):

• How many years of experience you have as a Helpdesk coordinator ?
• What is your current ctc ?
• What is your expected ctc ?
• What is your notice period ?
• Do you have experience in Ticket Registration, Incident management, SLA management ?

Experience

• minimum: 1 year (Required)

Work Location: In person