Service Desk Coordinator (Helpdesk Coordinator)

The Service Desk Coordinator role involves overseeing and coordinating the daily operations of the IT service desk or help desk team to ensure prompt and efficient resolution of customer issues and technical support requests. As a Service Desk Coordinator, you will be responsible for managing a team of service desk technicians or support staff. This includes providing guidance, coaching, and training to team members, monitoring performance, and ensuring adherence to service level agreements (SLAs). Your main responsibilities will include receiving, prioritizing, and assigning service requests and incidents to the appropriate team members, as well as ensuring accurate and timely documentation of all tickets. You will also be the point of contact for customers and end-users seeking technical assistance, responding to inquiries, and resolving technical issues promptly to maintain a high level of customer satisfaction through effective communication and problem-solving. Identifying opportunities for process improvement, implementing best practices to enhance efficiency and customer service, and documenting standard operating procedures (SOPs) will be crucial aspects of your role. Staying up-to-date with IT industry trends and technologies, providing technical guidance and expertise to team members, and assisting with complex technical issues and escalations are also important responsibilities. Additionally, you will be expected to generate reports on service desk performance, analyze data to identify trends and areas for improvement, and prepare regular reports for management. Managing relationships with IT vendors and service providers, assisting in procurement and asset management activities, ensuring compliance with security policies and procedures, and supporting incident response and security-related tasks are integral parts of the role. General responsibilities include maintaining and updating configuration documents, assets, software licenses/subscriptions, and coordinating with vendors and providing support. Proficiency in Microsoft Office (Excel, Word) is required for this role. This is a full-time, permanent position based in Kochi, Kerala. Night shift availability is preferred, but day shift availability is also considered. Health insurance and Provident Fund benefits are provided.,