ServiceDesk Coordinator

Job Summary

The Service Desk Coordinator is responsible for overseeing and coordinating the day-to-day activities of

the IT service desk or help desk team. They play a key role in ensuring that customer issues and

technical support requests are addressed promptly and efficiently.

Main Responsibilities

Team Supervision:

• Manage a team of service desk technicians or support staff.
• Provide guidance, coaching, and training to team members.
• Monitor team performance and ensure adherence to service level agreements (SLAs).
  
  

Ticket Management

• Receive, prioritize, and assign service requests and incidents to appropriate team members.
• Ensure accurate and timely documentation of all tickets.
• Monitor ticket queues to ensure timely resolution and escalation as needed.
  
  

Customer Support

• Act as the point of contact for customers and end-users seeking technical assistance.
• Respond to customer inquiries and resolve technical issues promptly.
• Maintain a high level of customer satisfaction through effective communication and problem-
  
  

solving.

Process Improvement

• Identify opportunities to improve service desk processes and workflows.
• Implement best practices to enhance efficiency and customer service.
• Document and update standard operating procedures (SOPs).
  
  

Technical Knowledge

• Stay up-to-date with IT industry trends and technologies.
• Provide technical guidance and expertise to team members when needed.
• Assist with complex technical issues and escalations.
  
  

Reporting And Metrics

• Generate reports on service desk performance, including ticket volumes, response times, and
  
  

resolution rates.

• Analyze data to identify trends and areas for improvement.
• Prepare regular reports for management.
  
  

Vendor and Asset Management:

• Manage relationships with IT vendors and service providers.
• Assist in procurement and asset management activities as necessary. Security and Compliance:
• Ensure compliance with security policies and procedures.
• Assist in incident response and security-related tasks as required. General Responsibilities:
• Maintain and update configuration documents.
• Maintain assets and software licenses/subscriptions.
• Vendor coordination and support
  
  

Qualification

• Graduate or above
  
  

1 to 3 years Experience

• ManageEngine service desk application (Optional)
• Proficient in Microsoft Office(Excel, Word) (Optional)
• Familiarity with the ITIL(Information TechnologyInfrastructure Library)framework is a plus (Optional)
  
  

Skills:

• Handling any service desk ticketing tool.
• Ticket registration via Phone and email
• Logging and categorization of tickets
• Assign the engineers.
• Prepare and submit monthly reports.
• Maintain SLAs and do timely escalations.
• Proficient in Microsoft Office (Excel, Word)
• Ability to speak and write clearly and accurately in Englis