Help Desk Coordinator (Non Technical Role)

Soffit Infrastructure Services (P) Ltd; Ernakulam; On-site; INR 300,000 - 540,000; Full time

Job summary

Soffit Infrastructure Services (P) Ltd is seeking a Service Desk Coordinator to oversee the daily operations of its IT service desk. The role focuses on coordinating support tickets, guiding a team of technicians, and ensuring timely resolution with strong emphasis on SLAs and customer satisfaction.

The ideal candidate will have 1+ years in service desk environments, proficient English communication, and solid knowledge of Microsoft Office.

Qualifications

• 1+ years of total experience in service desk or IT support.
• Experience with ITIL framework is a plus.
• Proficient in Microsoft Office (Excel, Word).
• Strong communication skills in English, both written and spoken.

Responsibilities

• Oversee day-to-day activities of the IT service desk.
• Supervise and coach service desk staff; monitor SLAs.
• Receive, prioritize, and assign requests; document tickets.
• Respond to user inquiries and resolve issues promptly.
• Identify opportunities to improve service desk processes and workflows.
• Generate performance reports (ticket volumes, response times, resolutions).
• Manage vendor and asset related activities as needed.

Skills

Team supervision

Ticket management

Customer service

SLA adherence

Microsoft Office

English communication

ITIL awareness

Report generation

Tools

Ticketing system

Job description

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.

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 English.

1+ years of total experience

Proficient in Microsoft Office (Excel, Word)

Familiarity with the ITIL (Information Technology Infrastructure Library) framework is a plus