Soffit Infrastructure Services (P) Ltd
Website:
soffit.in
Job details:
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
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
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