IT Helpdesk Coordinator

a. Oversee Helpdesk Ticketing System - Ensuring tickets logging, distribution i.e. resource allocation, tracking & Follow-up & get it resolved in timely manner b. Supervise IT staff - Manage day-to-day activities of the help desk team, ensuring proper staffing levels and task allocation. c. Helps in establishing and maintaining SLAs, which define the expected response and resolution times for various issues. d. Escalate complex issues based on priority referring to escalation matrix e. Coordinate between end-users and the IT department, ensuring clear and effective communication throughout the support process. f. Ensure customer satisfaction through continuous status information g. Provide required support to IT Tech Support Team h. Assist in designing IT SOPs i. Create, develop, update documentations, help sheets, FAQs, and other documentation to assist users and support staff. j. Coordinate with HR on employee onboarding, exit IT related activities through HRMS platform k. SAP Requisition generation and Goods/Service Receipt booking l. IT related Procurement coordination and coordinate with Purchase & Finance team m. IT Asset Management & Reporting n. Track key performance indicators (KPIs) related to help desk performance and generate reports for management

Education Qualifications

Behavioural Profile

Good knowledge of help desk ticketing systems and their functionalities Ability to work effectively as part of a team and collaborate with others Good Communication Skills To have business awareness Be Patience Good Planner & effective Time Management, Prioritize things based on criticality. Able to perform well under pressure Being empathetic Keen to learn new things

Desired Skills

Strong customer service, Effective Communication, Adaptability, Business Awareness, Negotiation Skills

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