It Help Desk Coordinator

Job Description :

• responsible for the daily operations activity and service desk tickets like : - IT Portal queue management, ticket assignment, and logging on behalf of the IT team and end users, if required.
• Timely inform end users about their registered incident to avoid any escalation due to communication gaps. Act as a link between end users and higher-level support.
• Analyze the daily open, weekly, and monthly incidents.
• Escalate to the cross-functional IT team for any long-duration ticket and take the corrective approach to resolve the ticket timely.
• Maintain the tickets SLA, analyze and inform IT team to resolve tickets in defined ticket SLA.
• Review the IT tickets survey (C-SAT) and discuss with end users any negative survey.
• Discuss with end users post-closure of registered tickets and gather more IT surveys.
• Responsible for IT Meeting arrangements and presentations.
• Deep Analyse the TOP Priorities incidents and share them with the IT management.
• Analyze the daily open, weekly, and monthly incidents.
• Escalate to the cross-functional IT team for any long-duration ticket and take a corrective approach to resolve the ticket timely.
• Maintain the tickets SLA, analyze and inform IT team to resolve tickets in defined ticket SLA.
• Review the IT tickets survey (C-SAT) and discuss with end users any negative survey.
• Discuss with end-user post-closure of the registered tickets and gather more IT surveys.
• Responsible for IT Meeting arrangements and presentations.
• Deep Analyse the TOP Priorities incidents and share them with the IT management.

Skills Required

Windows Os, Hardware Maintenance, Networking, Customer Service, Microsoft Office, Active Directory, It Support, Troubleshooting, Remote Desktop