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Engaged Employer

Marken

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3.5

based on 35 Reviews

7 Marken Jobs

Service Desk Coordinator

MARKEN LLP

3.5

based on 35 Reviews

1-5 years

Nashik, Pune, Nagpur + 3 more

1 vacancy

Service Desk Coordinator

Marken

posted 5mon ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Auditing Information Technology Backend Software Asset Management Service Management

+ 2 more

Job Description

The Service Desk Coordinator plays a critical role in ensuring the efficient and effective operation of the IT service desk. This position involves coordinating and overseeing the day-to-day activities of the service desk team, providing technical support to end-users, and maintaining service desk documentation. The Service Desk Coordinator is responsible for ensuring a high level of customer satisfaction by addressing IT-related issues promptly and professionally.

Service Desk Operations:

Manage and prioritize incoming service requests, incidents, and support tickets.
Assign tasks and tickets to service desk technicians based on their expertise and workload.
Monitor ticket queues to ensure timely resolution and adherence to service level agreements (SLAs).
Maintain a proactive approach to problem resolution and escalation when necessary.
Follow up on pending approval, hardware requests, returns and any other requirement
Create a KBA driven culture
Create a FCR (First contact resolution) and SDR (Same Day Resolution) environment
Make sure incidents and requests are assigned
Manage virtual stock rooms and asset management

2.Technical Support:

Provide first-level technical support to end-users, assisting with hardware and software issues. (FCR / SDR)
Troubleshoot and resolve common IT-related problems over the phone, via email, or in person.
Escalate complex technical issues to senior technicians or other departments/specialists as needed.
Ability to troubleshoot simple L1 issues and resolve them as needed
Using escalation paths to correctly assign tickets to L2 or other depts with the correct information on the ticket.

3Customer Service:

Foster a positive customer service experience by ensuring courteous and effective communication.
Keep end-users informed about the status of their support requests and provide updates as necessary.
Gather feedback from end-users to identify areas for improvement in service desk operations. (CSAT)

4Documentation and Reporting:

Maintain accurate records of service requests, incident reports, and resolutions.
Create and update documentation, including knowledge base articles and FAQs, to aid in issue resolution.
Generate and analyze service desk reports to identify trends and areas for improvement.
create and update PPT presentations for team, client audit and management \u00A0 calls
Create and maintain documentation \u00A0 (KBA, analytics, KPIs, training), prefer GDP experience

5Training and Development:

Assist in the onboarding and training of new service desk staff.
Stay up-to-date with emerging technologies and industry best practices.
Encourage continuous learning and professional development within the team.
Ensure your and team training is up to date

6Vendor and Asset Management:

Manage relationships with third-party vendors and service providers for equipment and software support.
Maintain an inventory of IT assets and equipment, tracking their allocation and maintenance.

7Security and Compliance:

Ensure that security protocols and policies are followed when handling sensitive information or resolving security-related issues.
Assist in compliance audits and help implement necessary security measures.

Qualifications and Skills:

Strong written and oral English language proficiency skills (other languages are welcomed)
High school diploma or equivalent; additional technical certifications or relevant coursework is a plus
Proven experience in a service desk role managing tech time.
Strong customer service and communication skills.
Proficiency in troubleshooting hardware and software issues.
Driven, self starter and motivated.
Knowledge of ITIL (Information Technology Infrastructure Library) best practices is a plus.
Familiarity with ticketing systems and remote support tools. (Servicenow knowledge is a must)
Strong organizational and multitasking abilities.
Ability to work collaboratively in a team environment.
Detail-oriented and committed to maintaining accurate records.
ITIL - Service Management
ServiceNow knowledge a must (Fundamentals of ServiceNow certification)
Proficiency with Service Now, Microsoft Office Suite and other software as needed