IT Help Desk & Call Coordinator (Goregaon-Immediate)

Role & responsibilities

Designation- IT Helpdesk Coordinator

Experience   1 years +

Location Mumbai, Goregoan.

Education- Any Graduates.

Please find the JD Attached-

Call Management

Email checking, call logs and email closure by replying to user with status.

Phone calls, assignment of calls & follow-up for closure.

Workflow system full overview & process

Mandatory call log in Workflow system, and review process calls Daily, Weekly, monthly etc.

Inventory management, Incident management, request call management.

All new assets should tagged and maintain data in related inventory list and Workflow system.

Monthly share addition/deletion to Finance for FA register update and Corporate Function for insurance

Maintain Asset list as per location/entity wise

Vendor Management

Take follow-up with vendor for daily case to case basis for laptops calls.

Co-ordinate with different vendors for service/billing issues.

Maintain vendor list

Other work

New Joinee updation in New Joinee list & put reminder to create email ids

After joining send IT manual and update user list

Shift schedule preparation on every Friday.

Asset Label Printing

Gate pass preparation if material sending out & track the same

Zoom meeting creation

Check for VC help one day prior to meeting and accordingly assign call to engineer. 

  Responsibility

Understand the nature of the issues the customer is facing and provide adequate solutions for the same.

Respond to customer queries and complaints.

Troubleshoot technical inadequacies by obtaining required information from the customer over phone or email.

Report difficult or complex issues to the Help Desk Manager. Try finding a feasible solution as soon as possible.

Provide excellent customer service to the clients.

Follow up with the customers on a regular basis.

Maintain the record of common issues related to customer complaints and report them to higher management.

Determine potential issues and get them resolved beforehand.

Suggest improvements in the existing procedures.

Ensure that all the issues are resolved on time.

Requirements

Hands-on experience in resolving technical issues.

Excellent communication and interpersonal skills.

Excellent problem-solving abilities

Team management skills.

Should be a patient listener.