IT Helpdesk Coordinator

The IT Helpdesk Coordinator position in Navi Mumbai requires an individual with 2-4 years of experience. As an IT Helpdesk Coordinator, your main responsibilities will be to oversee the Helpdesk Ticketing System. This includes ensuring tickets are logged, distributed, tracked, and followed up on promptly to ensure timely resolution. You will also be supervising the IT staff, managing their day-to-day activities, and ensuring proper staffing levels and task allocation. In this role, you will play a key part in establishing and maintaining Service Level Agreements (SLAs) that define the expected response and resolution times for various issues. You will be responsible for escalating complex issues based on priority and referring to the escalation matrix. Additionally, you will act as a liaison between end-users and the IT department to facilitate clear and effective communication throughout the support process. To ensure customer satisfaction, you will provide continuous status updates, support the IT Tech Support Team, and assist in designing IT Standard Operating Procedures (SOPs). You will also be involved in creating, developing, updating documentations, help sheets, FAQs, and other materials to assist users and support staff. Furthermore, you will coordinate with HR on employee onboarding and exit IT-related activities through the HRMS platform. Other responsibilities of the role include SAP Requisition generation, Goods/Service Receipt booking, IT-related Procurement coordination, and IT Asset Management & Reporting. You will be tasked with tracking key performance indicators (KPIs) related to help desk performance and generating reports for management. The ideal candidate for this role should have a B.Sc in Computers or any specialization, along with good knowledge of help desk ticketing systems and their functionalities. Effective communication, teamwork, business awareness, negotiation skills, and adaptability are essential traits for success in this position. Being patient, a good planner with effective time management skills, and the ability to prioritize tasks based on criticality are also important qualities. Additionally, having empathy, a willingness to learn, and the ability to perform well under pressure will be beneficial. If you possess the desired skills and qualifications, and are looking to take on the responsibilities of an IT Helpdesk Coordinator in Navi Mumbai, we encourage you to apply for this opportunity.,