Key Responsibilities : Ticket Management :

- person.
- Assign tickets to the relevant IT engineer based on the nature of the issue and engineer availability.
- Ensure timely acknowledgment of tickets logged in the Helpdesk system (ManageEngine ServiceDesk Plus or equivalent).
- Follow up with the concerned engineer for updates and resolution timelines.
- Provide regular status updates to end-users and ensure ticket closure confirmation.

Escalation Handling

- Proactively escalate delayed or unresolved tickets to the appropriate senior IT team members or as per escalation matrix.
- Track the ticket lifecycle to ensure SLA adherence.

Asset Management

- Maintain and update the IT Asset Register regularly.
- Coordinate with the team for asset issuance, movement, and return (laptops, desktops, printers, accessories, etc.).




- Ensure tagging and documentation of all IT assets in coordination with the IT Infrastructure Team.

Reporting G Documentation

- Generate daily, weekly, and monthly reports on ticket statistics, open issues, SLA breaches, etc.
- Maintain proper documentation of asset movements, handover forms, incident reports, etc.

Communication G Coordination

- Act as a central communication point for all IT-related queries and complaints.
- Communicate with vendors (if required) for updates on external support tickets.
- Maintain professional and courteous behaviour while interacting with users at all levels.

Pay: ₹10,686.94 - ₹29,000.00 per month

Advantages :

- Provident Fund

Work Location: In person

📌 IT Helpdesk Coordinator (Morbi)
🏢 JENX Digitech
📍 Morbi