Information Technology Help Desk Coordinator

Job Description

Purpose of Job: Managing day to day IT operations and working on project as Helpdesk Executive Job Responsibilities: Roles & Responsibilities 1. Daily Calls Logging and Follow-up  Log all service calls daily in the system.  Follow up with engineers on pending tickets and ensure timely resolution.  Maintain a tracker for unresolved tickets and update the status regularly. 2. Helpdesk Ticket Management  Ensure no ticket is moved under observation or closed without proper resolution.  Escalate technical issues as per the escalation matrix.  Monitor SLA breaches and share the list of breached tickets daily with the customer team. 3. Email Handling  Ensure timely responses to IT-related queries.  Categorize and prioritize emails for quick resolution. 4. Internal Training/Meeting  Coordinate with TLs to schedule training sessions and IT-related meetings.  Ensure engineers complete their training/meeting IT requirements as per guidelines. 5. Physical IT Checklist (IMAC) Verification  Validate IMAC forms to ensure completeness and accuracy.  Maintain physical IMAC reports in files for audit and compliance purposes. 6. Closed Call Feedback Collection  Follow up with users to collect feedback for all closed tickets on call.  Maintain a feedback record and share insights with the IT team for service improvements. 7. IT Spare Management  Maintain an updated inventory of IT spares, including keyboards, mice, pen drives, and laptops.  Document issuance and return of IT spares daily.  Regularly check, restock, and manage IT spare stock as per usage requirements. Key Performance Indicators (KPIs):  100 tickets handled per day with timely resolution.  Minimal SLA breaches and escalations.  Effective email and call response time.  Proper documentation and inventory management.  User feedback and satisfaction improvement.  Should be good with MS Excel & Powerpoint Interested candidates share your updated CV. WhatsApp number: 8870203361 Mail ID: dhanush.m@wepsol.com Show more Show less