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.
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Main Responsibilities:
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Team Supervision :
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Manage a team of service desk technicians or support staff.
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Provide guidance, coaching, and training to team members.
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Monitor team performance and ensure adherence to service level agreements (SLAs).
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Ticket Management :
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Receive, prioritize, and assign service requests and incidents to appropriate team members.
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Ensure accurate and timely documentation of all tickets.
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Monitor ticket queues to ensure timely resolution and escalation as needed.
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Customer Support :
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Act as the point of contact for customers and end-users seeking technical assistance.
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Respond to customer inquiries and resolve technical issues promptly.
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Maintain a high level of customer satisfaction through effective communication and problem-solving.
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Process Improvement :
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Identify opportunities to improve service desk processes and workflows.
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Implement best practices to enhance efficiency and customer service.
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Document and update standard operating procedures (SOPs).
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Technical Knowledge :
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Stay up-to-date with IT industry trends and technologies.
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Provide technical guidance and expertise to team members when needed.
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Assist with complex technical issues and escalations.
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Reporting and Metrics :
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Generate reports on service desk performance, including ticket volumes, response times, and resolution rates.
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Analyze data to identify trends and areas for improvement.
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Prepare regular reports for management.
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Vendor and Asset Management :
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Manage relationships with IT vendors and service providers.
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Assist in procurement and asset management activities as necessary.
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Security and Compliance :
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Ensure compliance with security policies and procedures.
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Assist in incident response and security-related tasks as required.
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General Responsibilities :
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Maintain and update configuration documents.
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Maintain assets and software licenses/subscriptions.
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Vendor coordination and support.
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Skills:
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Handling any service desk ticketing tool.
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Ticket registration via Phone and email
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Logging and categorization of tickets
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Assign the engineers.
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Prepare and submit monthly reports.
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Maintain SLAs and do timely escalations.
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Proficient in Microsoft Office (Excel, Word)
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Ability to speak and write clearly and accurately in English.
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1+ years of total experience
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Manage Engine service desk application (Optional)
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Proficient in Microsoft Office (Excel, Word)
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Familiarity with the ITIL (Information Technology Infrastructure Library) framework is a plus
📌 Help Desk Coordinator (Non Technical Role) (Kerala)
🏢 Soffit Infrastructure Services (P
📍 Kerala
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