IT Helpdesk Coordinator

New Era Informatique; Mumbai; Presencial; INR 400.000 - 560.000; Tempo integral

Resumo da vaga

New Era Informatique is seeking an IT Helpdesk/Operations professional to coordinate ticketing and incident management. You will monitor ITSM queues, assign tasks to L1–L3 teams, and ensure SLA compliance while communicating updates to end-users and management.

The role requires strong organization and ITIL knowledge in a fast-paced environment. You will collaborate with infrastructure teams and vendors, support onboarding, and generate routine reports to track incident trends and performance

Qualificações

• 2-5 years of experience in IT helpdesk coordination, service desk, or IT operations roles.
• Familiarity with ticketing and ITSM tools like ServiceNow, ManageEngine, Freshservice, BMC Remedy.
• Understanding of ITIL processes: incident, problem, request, and change management.
• Basic knowledge of IT infrastructure components - network devices, servers, desktop hardware, software, VPN, and endpoints.
• Strong organizational, coordination, and communication skills.
• Ability to prioritize tasks and manage time effectively under pressure.

Responsabilidades

• Monitor and manage IT tickets through ITSM tools (e.g., ServiceNow, ManageEngine, Freshservice, Remedy).
• Assign and upscale tickets to appropriate L1/L2/L3 support teams based on issue type and severity.
• Ensure SLAs are met for incident response, resolution, and service requests.
• Follow up on open tickets and ensure timely closure with quality resolution.
• Log major incidents and coordinate with relevant stakeholders until resolution.
• Act as liaison between end-users and technical teams.
• Coordinate with IT infrastructure teams (EUS, network, data centre, desktop, applications) to facilitate issue resolution.
• Communicate incident updates to users and management during outages or disruptions.
• Maintain shift handover logs, status reports, and team communications.
• Prepare daily, weekly, and monthly reports on ticket volume, SLA compliance, and incident trends.
• Administer basic functions of the ITSM/ticketing platform (e.g., queue creation, user management).
• Support user onboarding/offboarding coordination (access provisioning, asset handover tracking).
• Coordinate vendor and third-party support for infrastructure or hardware issues.

Conhecimentos

Ticket coordination

ITIL knowledge

Communication skills

Time management

Ferramentas

ServiceNow

ManageEngine

Freshservice

BMC Remedy

Descrição da vaga

Job Responsibilities

• Ticket Incident Management
  • Monitor and manage IT tickets through ITSM tools (e.g., ServiceNow, ManageEngine, Freshservice, Remedy).
  • Assign and upscale tickets to appropriate L1/L2/L3 support teams based on issue type and severity.
  • Ensure SLAs are met for incident response, resolution, and service requests.
  • Follow up on open tickets and ensure timely closure with quality resolution.
  • Log major incidents and coordinate with relevant stakeholders until resolution.
• Coordination Communication
  • Act as liaison between end-users and technical teams.
  • Coordinate with IT infrastructure teams (EUS, network, data centre, desktop, applications) to facilitate issue resolution.
  • Communicate incident updates to users and management during outages or disruptions.
  • Maintain shift handover logs, status reports, and team communications.
• Reporting Documentation
  • Prepare daily, weekly, and monthly reports on ticket volume, SLA compliance, and incident trends.
• Tools System Administration (Basic)
  • Administer basic functions of the ITSM/ticketing platform (e.g., queue creation, user management).
  • Support user onboarding/offboarding coordination (access provisioning, asset handover tracking).
  • Coordinate vendor and third-party support for infrastructure or hardware issues.

Required Skills Qualifications

• 2-5 years of experience in IT helpdesk coordination, service desk, or IT operations roles.
• Familiarity with ticketing and ITSM tools like ServiceNow, ManageEngine, Freshservice, BMC Remedy.
• Understanding of ITIL processes: incident, problem, request, and change management.
• Basic knowledge of IT infrastructure components - network devices, servers, desktop hardware, software, VPN, and endpoints.
• Strong organizational, coordination, and communication skills.
• Ability to prioritize tasks and manage time effectively under pressure.

Skills

• IT Helpdesk
• BMC Remedy
• Service Now
• Manage engine