IT Help Desk Coordinator

Roles & Responsibilities [IT HelpDesk Call-Coordinator]

• Attend user calls for issues and assign it to the available IT executive
• Oversee the day-to-day operations of the IT helpdesk team
• Follow ISO27001 processes and procedures.
• Monitor the progress of support requests and ensure that they are resolved in a timely and efficient manner
• Identify and implement areas for improvement in the helpdesk process
• Manage the helpdesk team's budget and resources
• Compile and report on helpdesk metrics
• Collaborate with other IT teams to resolve complex support issues
• Provide training and support to helpdesk team members
• Follow up will users for their feedback on the resolved issue
• Updating all asset records and filing of documents.
• Follow-up with vendors for product pricing, first level negotiation and preparing Purchase Orders.
• Liaising with accounts team for bills and payment. Timely processing of all IT invoices.
• Keeping records of page count of all printers and follow-up with the print service provider for supplies and issues.
• Sending the call-record list on a daily basis to the team.
• Assisting the reception with guest Wi-Fi access.
• Maintaining register of people accessing the server and hub room.
• Ensure IT responds satisfactorily to all users.
• Good communication skills both oral and written
• Operate asset management solution and ensuring all IT asset records are updated.
• Work from All Mumbai offices OWC, EmpireMills (Parel) and OneForbes (CST) office.

Technical Competencies

1. User Support

• User calls / requests to be attended immediately.
• Incident management (as per ISO27001 processes)

2. Asset Management

• Asset inventory
• AMC management (of all IT equipment)
• Asset disposal with proper records

3. System sourcing

• RFP
• Procurement
• Vendor management

Desired Skills and Experience

• Experience with IT helpdesk management software
• Experience with ITIL or other IT service management frameworks
• Experience with project management
• Experience with technical writing and documentation

Qualifications and Requirements

• Bachelor's degree in IT or a related field
• 5+ years of experience in an IT helpdesk role
• Strong technical knowledge of IT systems and software
• Excellent customer service and communication skills
• Ability to work independently and as part of a team
• Ability to multitask and manage multiple projects simultaneously.