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
Qualification:
· Graduate or above
· 1+ years of total experience
· ManageEngine service desk application (Optional)
· Proficient in Microsoft Office (Excel, Word)
Familiarity with the ITIL (Information Technology Infrastructure Library) framework is a plus.
Skills:
· Handling any service desk ticketing tool.
· Ticket registration via Phone and email
· Logging and categorization of tickets
· Assign the engineers.
· Prepare and submit monthly reports.
· Maintain SLAs and do timely escalations.
· Proficient in Microsoft Office (Excel, Word)
· Ability to speak and write clearly and accurately in English.
Application Question(s)
- How many years of experience? ( 1-2yrs)
- What is your current ctc?
- What is your Expected ctc?