Installation and Helpdesk Coordinator

Job Summary

The Helpdesk Executive & Installation Coordinator will be responsible for managing customer queries, coordinating installation schedules, handling vendor allocation, and ensuring smooth execution of installation projects. This role requires strong communication, multitasking, and vendor management skills to maintain operational efficiency and client satisfaction.

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 and track service requests, ensuring timely resolution and communication with stakeholders.
• Provide customers with installation updates, timelines, and support.

Installation Coordination

• Plan, schedule, and coordinate installation activities for products/services with internal teams and vendors.
• Monitor project timelines to ensure installations are completed as per schedule.
• Maintain accurate records 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 skill set, location, and availability.
• Negotiate rates, ensure compliance with service-level agreements (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 (preferred in Business Administration, Operations, or related field).

Experience:

• 2–4 years of experience in Helpdesk operations, Installation coordination, or Vendor management.
• Experience in managing multiple vendors and allocating 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

  – Ability to handle customers professionally and empathetically.

• Problem-Solving

  – Quick thinking and efficient decision-making.

• Coordination & Teamwork

  – Smooth collaboration with internal and external stakeholders.

• Accountability

  – Ownership of tasks from start to finish.