IT Helpdesk Coordinator (Kochi)

Job Summary: 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 inci .