Helpdesk Call Coordinator

🚀 We’re Hiring – Helpdesk Call Coordinator (On-Site – Pune, Bavdhan)

Experience:

CTC:

Location:

Key Responsibilities:

• Provide

  first-level support

  and convey effective resolutions to customer issues.

• Escalate unresolved queries

  to the next level of support promptly.

• Track, route, and redirect

  problems to the correct teams while prioritizing incoming tickets.
• Manage

  telephone, voicemail, e-mail, and in-person requests

  for technical assistance.
• Ensure

  timely communication and status updates

  to customers for high satisfaction.

• Log, track, and close tickets

  with proper documentation and SLA adherence.
• Handle

  Active Directory access management, password unlocks, and resets.

• Prepare

  daily, weekly, and monthly reports

  of logged tickets.
• Exhibit

  excellent customer service

  and exceed expectations through proactive problem-solving.
• Categorize and prioritize tickets according to severity and SLA requirements.

What We’re Looking For:

• Hands-on experience with

  helpdesk support/ticketing tools

  .
• Familiarity with

  Active Directory

  and basic IT troubleshooting.
• Strong communication skills and ability to handle customer escalations.

• 2–3 years of experience

  in a similar role.

Interested candidates can share their resume at:

atul.kulkarni@itpl.net.in