Help Desk Coordinator- It (Mumbai)

Position Overview: Key Responsibilities: - Ticket Coordination: - Monitor and manage incoming service tickets via the service desk portal. - Assign tickets to appropriate engineers based on priority and expertise. - Track ticket progress and ensure timely resolution in line with SLA timelines. - Follow up to ensure tickets are updated and closed appropriately. - Engineer Scheduling & Management: - Arrange alternate engineers to cover customer locations when necessary. - Plan and allocate engineers for service installations and urgent service requests. - Service Desk Management: - Maintain and update the service desk portal with accurate ticket statuses. - Escalate unresolved or delayed tickets to the relevant teams or higher management. - Prepare reports on ticket statuses, SLA compliance, and engineer performance. - Communication & Coordination: - Act as the main point of communication between customers, engineers, and management. - Respond to client inquiries regarding ticket status and service updates. - Ensure engineers understand priorities and assignments clearly. - Administrative Support: - Maintain accurate records of service activities, attendance, and engineer schedules. - Collaborate with HR for leave approvals and attendance management. - Assist management with data and insights on service desk performance. Compensation: 20,000.00 - 27,000.00 per month Advantages: - Health insurance - Provident Fund Shift: - Day shift - Rotational shift Experience: - total work: 1 year (preferred) Work Location: In person .