Non Technical Help Desk Coordinator

Soffit Infrastructure Services (P) Ltd; Ernakulam; On-site; INR 350,000 - 550,000; Full time

Job summary

Soffit Infrastructure Services (P) Ltd is seeking a Service Desk Coordinator to oversee daily IT help desk operations and lead a small team in Ernakulam, Kerala. You will ensure tickets are prioritized, documented, and resolved within SLAs while fostering strong customer communication.

The role requires English proficiency, good reporting skills, and familiarity with ITIL practices. Join a pragmatic team focused on reliable support and process improvements.

Qualifications

• 1+ years of total experience in service desk or IT support.
• Proficient in English communication.
• Familiarity with ITIL framework is a plus.
• Experience with ticketing tools.
• Strong reporting and SLA management.

Responsibilities

• Oversee day-to-day activities of the IT service desk.
• Manage ticket queues and ensure timely resolution.
• Provide guidance, coaching, and training to team.
• Maintain and update SOPs.
• Generate service desk performance reports.
• Coordinate with vendors and asset management.
• Ensure security policies compliance.
• Communicate with customers and end-users.

Skills

Ticketing tool proficiency

Ticket registration via Phone

Logging and categorization of tickets

Assign the engineers

Prepare and submit monthly reports

Maintain SLAs

English communication

1+ years of total experience

ITIL familiarity

Microsoft Office

Vendor coordination

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