Job highlights

- 2-5 years IT helpdesk coordination experience with expertise in ITSM tools like ServiceNow and BMC Remedy

- Manage IT tickets, ensure SLA compliance, coordinate between users and technical teams, prepare reports, and administer basic ITSM platform functions

Job Responsibilities

- Ticket Incident Management

- Monitor and manage IT tickets through ITSM tools (e.g., ServiceNow, ManageEngine, Freshservice, Remedy).

- Assign and escalate tickets to appropriate L1/L2/L3 support teams based on issue type and severity.

- Ensure SLAs are met for incident response, resolution, and service requests.

- Follow up on open tickets and ensure timely closure with quality resolution.

- Log major incidents and coordinate with relevant stakeholders until resolution.

- Coordination Communication

- Act as liaison between end-users and technical teams.

- Coordinate with IT infrastructure teams (EUS, network, data centre, desktop, applications) to facilitate issue resolution.

- Communicate incident updates to users and management during outages or disruptions.

- Maintain shift handover logs, status reports, and team communications.

- Reporting Documentation

- Prepare daily, weekly,



and monthly reports on ticket volume, SLA compliance, and incident trends.

- Tools System Administration (Basic)

- Administer basic functions of the ITSM/ticketing platform (e.g., queue creation, user management).

- Support user onboarding/offboarding coordination (access provisioning, asset handover tracking).

- Coordinate vendor and third-party support for infrastructure or hardware issues.

Required Skills Qualifications

- 2-5 years of experience in IT helpdesk coordination, service desk, or IT operations roles.

- Familiarity with ticketing and ITSM tools like ServiceNow, ManageEngine, Freshservice, BMC Remedy.

- Understanding of ITIL processes: incident, problem, request, and change management.

- Basic knowledge of IT infrastructure components - network devices, servers, desktop hardware, software, VPN, and endpoints.

- Solid organizational, coordination, and communication skills.

- Ability to prioritize tasks and manage time effectively under pressure.

Skills

- IT Helpdesk

- BMC Remedy

- Service Now

- Manage engine

📌 IT Helpdesk Coordinator (Mumbai)
🏢 New Era Informatique
📍 Mumbai