Helpdesk Coordinator

If you or anyone in your network residing in

Location:

Ticket Management

• Log all IT service requests/incidents raised by users through phone, email, or in-person.
• Assign tickets to the relevant IT engineer based on the nature of the issue and engineer availability.
• Ensure timely acknowledgment of tickets logged in the Helpdesk system (ManageEngine ServiceDesk Plus or equivalent).
• Follow up with the concerned engineer for updates and resolution timelines.
• Provide regular status updates to end-users and ensure ticket closure confirmation.
  

2 Escalation Handling

• Proactively escalate delayed or unresolved tickets to the appropriate senior IT team members or as per escalation matrix.
• Track the ticket lifecycle to ensure SLA adherence.
  

3 Asset Management

• Maintain and update the IT Asset Register regularly.
• Coordinate with the team for asset issuance, movement, and return (laptops, desktops, printers, accessories, etc.).
• Ensure tagging and documentation of all IT assets in coordination with the IT Infrastructure Team.
  

4 Reporting & Documentation

• Generate daily, weekly, and monthly reports on ticket statistics, open issues, SLA breaches, etc.
• Maintain proper documentation of asset movements, handover forms, incident reports, etc.
  

5 Communication & Coordination

• Act as a central communication point for all IT-related queries and complaints.
• Communicate with vendors (if required) for updates on external support tickets.
• Maintain professional and courteous behaviors while interacting with users at all levels.