ServiceDesk Coordinator

• Job Summary:
• 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 to 3 years Experience
• · ManageEngine service desk application (Optional)
• · Proficient in Microsoft Office(Excel, Word) (Optional)
• · Familiarity with the ITIL(Information TechnologyInfrastructure Library)framework is a plus (Optional)

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 Englis