IT Helpdesk

POSITION SUMMARY:

The help desk coordinator will be responsible for providing support and assistance to the client by troubleshooting the technical issues and providing the appropriate resolutions for the same. He/she researches the basic cause of the problem and makes sure that it does not reoccur frequently. He/she escalates the problem to the next level if he/she is unable to resolve it at his/her level. To get a better idea, listed below are a few of the key responsibilities that need to be handled by a help desk coordinator in information technology:

BASIC JOB RESPONSIBILITIES:

1. To answer all the requests received through phone, emails, etc., and to ensure that there is proper delivery of the services as per the rules and regulations of the organization as well as by abiding by its quality standards.

2. Generating the tickets and aligning the Engineer to solve the issue encountered.

3. Coordinating with engineer, as well as with user for the update of the call.

4. Closing the ticket ID with the proper resolution method followed by the engineer

5. All mails to be read thoroughly and replied to all the concerned in case of escalation.

6. Remote Support as per requirement through Team Viewer, VNC, Remote Desktop to solve Windows and Software issues.

7. Check and generate the Weekly call report, Monthly call report & submit it to IT Manager & Team Leader.

8. Coordinate and manage relationships with vendors that provide hardware, network, and other support.

9. Maintaining hardware and software Inventory in excel sheet and Online toll.

10. To recommend adjustments to meet the end users requirements and assist in determining, maintaining, analyzing, identifying, and monitoring the issues related to problem management.

11. To keep a track record of all the relevant documentation and to make sure effective contribution is made to improvise the operational procedures.

12. To prepare all the IT project-related documentation for the customer.

Education/Experience:

• Bachelors degree in technology with equivalent experience
• Relevant Experience 1 – 3 Yrs
• Must have good communication skills.

Essential Skills:

The help desk agent should be an outgoing and confident person with a pleasant voice. He/she should be eager and willing to help people to sort out their problems. He/she should have multitasking ability and should be ready to work in a fast-paced work environment. Excellent problem-solving and analytical skills would prove to be an advantage. He/she should be able to follow the given instructions carefully and should be comfortable working in a team environment. Excellent communication skills with effective organization and management skills are a must.

IMMEDIATE JOINER are highly preferred