Service Coordinator/Help desk Executive

Key Responsibilities:

1. Help Desk Support:
   
• Act as the first point of contact for all IT support requests, handling troubleshooting, resolving incidents, and managing service requests.
• Ensure timely and effective resolution of support tickets via phone, email, or in-person assistance.
• Document technical issues and solutions in the ticketing system for future reference.
2. Hardware Management:
   
• Oversee the procurement, installation, configuration, and maintenance of IT hardware (PCs, laptops, printers, mobile devices, etc.).
• Perform regular audits of IT equipment, tracking inventory and ensuring all hardware is fully operational.
• Assist with hardware replacement and repair needs, coordinating with vendors when necessary.
3. Service Coordination:
   
• Coordinate IT support services with the service providers, ensuring SLA (Service Level Agreement) compliance and timely resolution of issues.
• Maintain and update the help desk documentation, including troubleshooting guides and FAQs.
• Collaborate with IT teams to ensure proper escalation of technical issues and resolution at higher levels.
4. User Support and Training:
   
• Provide technical support and guidance to end-users, assisting them with hardware setup, software installations, and general troubleshooting.
• Conduct user training sessions for new systems, tools, and IT hardware.
• Create and maintain user manuals and IT-related documentation.
5. Software & Systems Management:
   
• Assist in the installation, configuration, and maintenance of software applications across various devices.
• Ensure that all software and applications are up to date with the latest patches and updates.
6. Incident Management:
   
• Log, track, and monitor the status of IT support requests, ensuring timely resolution of incidents and problems.
• Follow up with users to ensure that their issues are resolved to their satisfaction.
7. Reporting & Analytics:
   
• Provide regular reports on ticket status, recurring issues, and hardware inventory to IT management.
• Identify patterns in service requests and recommend improvements to enhance IT support services.

Preferred candidate profile

Qualifications:

• Education:
  
• Bachelors degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Experience:
  
• 2+ years of experience in IT support, help desk, or service coordination roles.
• Hands-on experience with managing IT hardware (computers, laptops, mobile devices, printers, etc.).
• Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira).
• Skills:
  
• Strong technical knowledge of hardware and software support.
• Proficiency in troubleshooting common IT issues, including network and system problems.
• Excellent communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Strong organizational skills and attention to detail.
• Certifications (Preferred but not required):
  
• ITIL Foundation Certification (or similar IT service management certifications).
• CompTIA A+, Network+, or Microsoft certifications.

Perks and benefits

Paid Leave

PF, ESIC

Working Location

Bangalore

ARMTECH COMPUTER SERVICES (P) ltd

#7,1st Cross, Srinivasa Colony,

Mission Road, Bangalore 560027

Chennai

Malli tower,1st Noble street,Kannan colony,pazhavanthangal,Alandur-600016