Information Technology Help Desk Coordinator

Receive and record incidents, service requests from IT department and engineers, through the agreed modes of communication (E.g. Phone, email, web etc)

Classify and prioritize the incidents / service requests / change requests as per the defined categories, urgency and impact

Allocate the incidents / service requests / change request

Monitor, track and update the progress status of all incidents and service requests.

Escalate incidents / service requests which are going beyond the agreed service levels

Record customer complaints and inform the concerned management staff for appropriate actions

Logging and tracking incidents / service request that require resolution from suppliers.

Notify IT users & on site engineers with progress status of all queries, incidents, service requests, change requests and complaints.

Finally preparing daily report for all the logs taking under the operation.

Receiving end users IT complaints through Telephone, E-Mail & Call logging in Remedy tool

Providing telephonic assistance to end users where ever possible for the first level telephonic support

Logging end users IT complaints in the call logging tool

Sensible allocation of calls based on the severity in line with Service Level Agreement (SLA)

Tracking end users IT complaints till closure with the support of Technical Support Engineers

Timely triggering of escalation to technical team and Supervisor before the response and resolution violations

Getting the transactional feedback from end user after closure of the calls by doing the necessary follow-ups with location engineers and end users

Analysis of call reports and end users feedback

Preparation of engineer productivity report

Preparation of daily, weekly & Monthly reports and sharing the reports to Supervisor / Customer with in the agreed timeliness

Facilitating and providing back end support to supervisor for conducting Customer Satisfaction Survey (CSAT) biannually

Maintaining & Monitoring all location engineers in time and out time using in house HRIS tool

Timely sending of engineers absence report to supervisor, location customer and business customer in the agreed template

Full time