Posted:1 day ago|
Platform:
Work from Office
Full Time
About NIIT
Total experience - Looking out for freshers
As a helpdesk coordinator, your primary responsibility is to oversee and coordinate the activities of a helpdesk team within an organization. Here's a general job description for a helpdesk coordinator:
1. Managing Helpdesk Operations: You'll be responsible for overseeing the day-to-day operations of the helpdesk, ensuring that customer inquiries, technical issues, and requests are addressed in a timely and efficient manner.
2. Team Coordination: You'll coordinate the activities of the helpdesk team, assigning tasks, setting priorities, and monitoring progress to ensure that service level agreements (SLAs) are met. This involves scheduling shifts, organizing team meetings, and providing guidance and support to team members.
3. Customer Support: You'll handle escalated customer issues, providing expert assistance and resolving complex problems. Additionally, you'll monitor customer feedback and take proactive measures to improve the overall customer support experience.
4. Incident Management: You'll oversee the incident management process, ensuring that incidents are properly logged, tracked, and resolved within agreed-upon timeframes. This involves analyzing incident trends and implementing measures to prevent future occurrences.
5. Documentation and Reporting: You'll maintain accurate records of customer interactions, technical issues, and resolutions. Additionally, you'll generate reports on helpdesk performance metrics, such as response time, ticket resolution rate, and customer satisfaction, to identify areas for improvement.
6. Training and Development: You'll identify training needs for the helpdesk team and coordinate training programs to enhance technical skills and customer service capabilities. This includes staying updated on the latest technologies and industry trends.
7. Collaboration: You'll collaborate with other teams within the organization, such as IT, to ensure seamless coordination and effective problem resolution. Additionally, you may participate in cross-functional projects and contribute to process improvements.
Overall, as a helpdesk coordinator, your role is vital in ensuring that the helpdesk team delivers high-quality customer support and maintains efficient operations to meet organizational goals and customer satisfaction targets.
NIIT is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
Niit Learning Systems
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