IT Hardware Service Desk Coordinator

Role & responsibilities

• Ticket and request management:

  Log, categorize, prioritize, and track all incoming Hardware Service Requests and Hardware/Software issues in a ticketing system.

• User support:

  Serve as the first point of contact for Customers, Users, responding to inquiries via phone, email, or chat, and providing step-by-step guidance for troubleshooting.

• Hardware and software support:

  Diagnose and resolve common hardware problems with computers, printers, and other peripherals, and assist with software installations, configurations, and updates. Take remote of Laptops & Desktops to Install Customer Applications and Ensure Compliance while Installing Applications Remotely.

• Escalation:

  Escalate complex or unresolved issues to higher-level support technicians or engineers, ensuring a smooth handover of information. To Discuss with Team on a daily basis for the Customer Tickets which are having issues.

• Communication:

  Keep Customers / Users informed about the status of their requests and communicate customer feedback to relevant IT teams Via E Mail.

• Documentation:

  Maintain Service Sesk Documentation, update knowledge base articles for common problems, and ensure records are accurate.

• SLA monitoring:

  Monitor incident resolution times to ensure they meet agreed-upon Service Level Agreements (SLAs).

• Administrative tasks:

  Perform administrative duties such as scheduling technicians, managing user accounts, and tracking hardware inventory or asset assignments.

Preferred candidate profile

• Strong technical knowledge of Hardware, Software, and Operating Systems.
• Proficiency with help desk ticketing and IT Service Management (ITSM).
• Excellent problem-solving and critical-thinking abilities.
• Effective communication, both verbal and written.
• Customer service skills to manage user interactions professionally.
• Ability to multitask and work efficiently in a fast-paced environment.
• Team-oriented mindset to collaborate with other IT professionals.

Note : Candidate should be ready to join immediately.