Helpdesk Coordinator

Job Overview:

We are seeking a Helpdesk Coordinator to oversee IT support operations, manage service requests, and ensure timely resolution of technical issues. The ideal candidate will act as a bridge between end-users and IT teams, ensuring smooth communication and efficient ticket management.

Key Responsibilities:1. Helpdesk Operations Management:

• Serve as the first point of contact for IT support requests via phone, email, or ticketing system.
• Log, categorize, prioritize, and assign tickets to appropriate IT teams.
• Monitor and track ticket progress, ensuring SLA compliance and timely resolution.
• Escalate critical issues to higher-level support or management when necessary.

2. User Support & Communication:

• Provide basic technical troubleshooting (password resets, software installations, connectivity issues).
• Guide users through step-by-step solutions and document resolutions in the knowledge base.
• Communicate status updates to end-users and stakeholders.

3. Documentation & Reporting:

• Maintain accurate records of incidents, requests, and resolutions.
• Generate weekly/monthly reports on helpdesk performance (ticket volume, resolution time, trends).
• Identify recurring issues and suggest process improvements.

4. Vendor & Inventory Coordination:

• Liaise with external vendors for hardware/software procurement and warranty claims.
• Assist in IT asset management (tracking laptops, peripherals, and software licenses).

Required Skills & Qualifications:

• 1-3 years of experience in helpdesk support, IT coordination, or service desk roles.
• Familiarity with ticketing systems (ServiceNow, Zendesk, Freshservice, Jira).
• Basic knowledge of Windows OS, Microsoft 365, Active Directory, and networking concepts.
• Strong organizational and multitasking abilities.
• Excellent verbal and written communication skills.
• Customer-focused with a problem-solving attitude.

Preferred Qualifications:

• ITIL Foundation certification (a plus).
• Experience with remote support tools (TeamViewer, AnyDesk).
• Knowledge of IT asset management (ITAM) practices.

Benefits (if applicable):

• Health insurance
• Flexible work options
• Training & certification support

Job Type: Permanent

Pay: ₹14,000.00 - ₹18,000.00 per month

Shift:

• Day shift

Education:

• Diploma (Required)

Work Location: In person