nThe 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.
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nMain Responsibilities:
nTeam Supervision:
nManage a team of service desk technicians or support staff.
nProvide guidance, coaching, and training to team members.
nMonitor team performance and ensure adherence to service level agreements (SLAs).
nTicket Management:
nReceive, prioritize, and assign service requests and incidents to appropriate team members.
nEnsure accurate and timely documentation of all tickets.
nMonitor ticket queues to ensure timely resolution and escalation as needed.
nCustomer Support:
nAct as the point of contact for customers and end-users seeking technical assistance.
nRespond to customer inquiries and resolve technical issues promptly.
nMaintain a high level of customer satisfaction through effective communication and problem-solving.
nProcess Improvement:
nIdentify opportunities to improve service desk processes and workflows.
nImplement best practices to enhance efficiency and customer service.
nDocument and update standard operating procedures (SOPs).
nTechnical Knowledge:
nStay up-to-date with IT industry trends and technologies.
nProvide technical guidance and expertise to team members when needed.
nAssist with complex technical issues and escalations.
nReporting and Metrics:
nGenerate reports on service desk performance, including ticket volumes, response times, and resolution rates.
nAnalyze data to identify trends and areas for improvement.
nPrepare regular reports for management.
nVendor and Asset Management:
nManage relationships with IT vendors and service providers.
nAssist in procurement and asset management activities as necessary.
nSecurity and Compliance:
nEnsure compliance with security policies and procedures.
nAssist in incident response and security-related tasks as required.
nGeneral Responsibilities:
nMaintain and update configuration documents.
nMaintain assets and software licenses/subscriptions.
nVendor coordination and support.
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nSkills:
nHandling any service desk ticketing tool.
nTicket registration via Phone and email
nLogging and categorization of tickets
nAssign the engineers.
nPrepare and submit monthly reports.
nMaintain SLAs and do timely escalations.
nProficient in Microsoft Office (Excel, Word)
nAbility to speak and write clearly and accurately in English.
n1+ years of total experience
nManage Engine service desk application (Optional)
nProficient in Microsoft Office (Excel, Word)
nFamiliarity with the ITIL (Information Technology Infrastructure Library) framework is a plus