It Help Desk Coordinator

Modes of Interview: 1st- Virtual round & 2nd Face to Face discussion (Mandatory)

Shifts: General Shifts with 6 days working.

Job Summary:

We are looking for a skilled and service-oriented IT Helpdesk Executive to provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. The ideal candidate will have at least 2 years of experience in a helpdesk role and must be adept at handling escalations, ticketing tools, and SLA compliance while maintaining excellent communication with users.

Key Responsibilities:

Provide first-level IT support to users via phone, email, or ticketing system.

Log, categorize, prioritize, and manage tickets using a ticketing tool.

Assign and escalate calls to appropriate support teams as per defined protocols.

Monitor and ensure timely closure of incidents and service requests in compliance with SLAs.

Troubleshoot basic hardware, software, network, and email issues.

Coordinate with internal departments and external vendors for issue resolution.

Maintain clear and professional communication with users regarding ticket status and updates.

Document incident resolutions and contribute to knowledge base articles.

Generate daily/weekly reports on ticket status and escalations.

Required Skills & Qualifications:

Minimum 2 years of IT Helpdesk.

Familiarity with ticketing tools (e.g., Service Now)

Understanding of SLA management and escalation handling.

Strong verbal and written communication skills with good knowledge of MS Excel.

Good knowledge of MS Office, Windows OS, and basic networking.

Strong problem-solving and multitasking abilities.

Ability to work in a fast-paced, service-focused environment.

Preferred Attributes:

Customer-centric mind-set and positive attitude.

Willingness to learn and adapt to new technologies.

Experience in documenting and creating helpdesk processes.