Job Description

Help Desk Coordinators provide support to a company’s clients by completing the following tasks: taking phone calls and reading emails from customers, escalating issues to the next level when necessary, analysing the problem, diagnosing technical issues, recommending solutions, maintaining record of customer requests.

Salary –Salary should not be a constrain for a good resource

Industry - Office Equipment / Automation / IT Software & Software Services / Electronic / Security and Surveillance

Functional Area – Customer support Helpdesk

Role – Customer Support

Employment Type - Permanent Job, Full Time

Work location - Ahmedabad [Prahlad-Nagar]

Job Role

 Oversee the operation of the IT helpdesk, serving as the primary point of contact for escalations and complex technical issues.

 Coordinate helpdesk activities and prioritize support requests based on urgency, impact, and SLAs, ensuring timely resolution and customer satisfaction.

 Assign helpdesk tickets to support technicians, monitoring workload and performance to optimize efficiency and productivity.

 Provide technical assistance and guidance to helpdesk staff, assisting with issue resolution and troubleshooting as needed.

 Develop and maintain helpdesk procedures, workflows, and documentation, ensuring consistency and adherence to best practices.