Help Desk Coordinator, Entry Level Role

About the Role

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. This is an entry-level, non-technical role open to motivated candidates eager to start their career in IT support and service management. Male candidates are preferred.

Key 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.

Requirements & Tech Stack

• Handling any service desk ticketing tool.
• Ticket registration via Phone and email.
• Logging and categorization of tickets.
• Assigning tickets to engineers.
• Preparing and submitting monthly reports.
• Maintaining SLAs and doing timely escalations.
• Proficient in Microsoft Office (Excel, Word).
• Ability to speak and write clearly and accurately in English.