IT Helpdesk Coordinator

Key Roles & Responsibilities

Helpdesk Coordination

• Act as the primary point of contact for all IT support requests.
• Assign and track tickets to ensure timely resolution within SLA.
• Coordinate with internal IT teams and external vendors for issue resolution.
• Monitor ticket queues and prioritize critical issues.

User Support

• Provide L1/L2 support for hardware, software, network, and access-related issues.
• Troubleshoot desktops, laptops, printers, and basic network connectivity.
• Assist users with system access, email configuration, and application issues.

MIS Reporting & Documentation

• Prepare and maintain daily, weekly, and monthly MIS reports.
• Track ticket status, resolution time, SLA adherence, and performance metrics.
• Generate reports for management review and decision-making.
• Maintain proper documentation of issues, resolutions, and IT assets.

Process & Compliance

• Ensure adherence to IT policies, processes, and security guidelines.
• Maintain IT asset inventory and update records regularly.
• Support audits by providing required reports and documentation.

Required Skills

• Strong knowledge of MIS reporting (Excel – Pivot Tables, VLOOKUP, dashboards preferred)
• Experience with ticketing tools (e.g., ServiceNow, Freshservice, Zoho Desk, etc.)
• Basic understanding of networking concepts, Windows OS, and IT infrastructure
• Excellent coordination and communication skills
• Ability to manage multiple tasks and prioritize effectively

Desired Candidate Profile

• Graduate in IT / Computer Science or related field
• 2–3 years of relevant experience in IT Helpdesk / Support coordination
• Strong analytical and reporting skills
• Immediate joiners preferred

Pay: ₹11,630.55 - ₹27,218.05 per month

Benefits

• Provident Fund

Work Location: In person