Service Desk Coordinator

Information Technology Maharashtra, India

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Description

Job Summary: 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.
Shift hours may vary, weekend on call rotation.
Key Duties and Responsibilities:
1.           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.
3.           Customer 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)
4.           Documentation 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  calls
  • Create and maintain documentation  (KBA, analytics, KPIs, training), prefer GDP experience
5.           Training 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
6.           Vendor 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.
7.           Security 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
 
Preferred:
  • Intune – basic knowledge
  • MFA -Some Experience
  • Azure (Entra ID) – Basic Knowledge
  • PIM (Concept)
  • Exchange (Some knowledge preferred)
  • SharePoint (Backend Support)
  • Teams Admin / Teams Phones (Required)
  • Mimecast and Crowdstrike (optional)
  • Azure Dev Ops (Preferred)

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