Helpdesk Executive & Installation Coordinator

Location:

Job Summary

Helpdesk Executive & Installation Coordinator

Key Responsibilities

Helpdesk & Customer Support

• Act as the first point of contact for customer queries, complaints, and service requests via phone, email, or ticketing systems.
• Log, track, and monitor service requests to ensure timely resolution and proactive communication.
• Provide customers with updates on installation timelines and support throughout the process.

Installation Coordination

• Plan, schedule, and oversee installation activities with internal teams and external vendors.
• Track project timelines to ensure installations are completed on schedule.
• Maintain accurate documentation of installation progress, issues, and resolutions.

Vendor Management & Allocation

• Identify, onboard, and manage vendors for installation and service requirements.
• Allocate work orders to vendors based on expertise, availability, and location.
• Negotiate rates, monitor compliance with SLAs, and evaluate vendor performance.

Reporting & Documentation

• Prepare daily/weekly/monthly reports on service tickets, installation status, and vendor performance.
• Maintain updated databases of customer requests, installation records, and vendor details.

Qualifications & Skills

Education:

• Graduate in any discipline (Business Administration, Operations, or related field preferred).

Experience:

• 2–4 years of experience in helpdesk operations, installation coordination, or vendor management.
• Proven ability to manage multiple vendors and allocate service requests effectively.

Skills:

• Excellent communication (verbal & written) and interpersonal skills.
• Strong organizational and multitasking abilities.
• Proficiency in MS Office and ticketing/CRM software.
• Ability to work under pressure and meet deadlines.

Key Competencies

• Customer-Centric Mindset:

  Handle customers professionally and empathetically.

• Problem-Solving:

  Quick thinking with efficient decision-making.

• Coordination & Teamwork:

  Collaborate seamlessly with internal teams and external stakeholders.

• Accountability:

  Take ownership of tasks from initiation to completion.

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