Helpdesk Coordinator- 24/7 (Rotational Shifts)

Role & responsibilities

• Knowledge of IT products
• End-to-end incident and service request ownership, Incident management, vendor coordination with agreed SLAs
• Service Ownership SPOC for all tickets (EUC & Infra)
• Customer complaint handling, Call logging, Call Assignment, Call Tracking, Call closure as per service agreement.
• SLA compliance and MIS Reporting
• Taking customer feedback for satisfactory call closure
• Receive, classify and record all calls (in ITSM Tool) and emails issues from users
• Should have skill for Problem Management and resolution
• Escalate tickets according to agreed SLOs/SLA
• Sharing daily report & dashboard
• Coordination with user for pickup of Spares ( defective, DOA , unused ) through courier
• Maintain updates of tickets in the tool and ensure data accuracy etc. if incorrectly defined by the users.

Preferred candidate profile

• Excellent communication & client handling skills
• Proficiency in written and spoken English
• Excellent client-facing and internal communication skills
• Solid organizational skills including attention to detail and multi-tasking skills
• Flexcible for rotational shifts

Perks and benefits

• Company Payroll
• Permanent Job
• Professional Environment