We have a requirement on IT Helpdesk Coordinator. Experience- 1-3years.
Manage Systems Administration Helpdesk ticket queue, and walk ups on site.
Resolve cases in prompt time ensuring corporate SLAs are met.
Coordinate with tier 2 & 3 support or engineering levels as needed and escalate tickets through appropriate channels for timely and effective escalation to various teams.
Verify status of open cases with ticket owners (while maintaining corporate SLA compliance) and communicating information to customers to ensure customer satisfaction.
Document case resolution with appropriate detail and update the Knowledge base accordingly.
Run Weekly reports to gain insight of open cases, closed cases, customer trends, and ongoing concerns that will provided constructive feedback to the management.
Provide instructional training to new hires for system use and company policies.
Write clear and concise articles documenting procedures for troubleshooting and system management.
Localize instructions or notices where possible.
Organize and coordinate APJ office IT Assets.
Imaging and troubleshooting of PC, Mac , and mobile (iOS/Android/Windows Phone) Hardware and occasionally Servers.
Package and coordinate shipping of assets to regional offices.
Work with team members to monitor, patch, and review system performance and capacity.
Follow up and remediation of enterprise security concerns such as antivirus and operating system or software patches.
Provide tier 1 support for corporate servers with basic troubleshooting and escalation as needed.
Provide tier 1 support for Office IT /EIS related services such as network, telephony and video conferencing equipment.
Provide regional support for Office IT /EIS related services such as network, telephony and video conferencing equipment.
Systematic approach towards executing the tasks and also should be process oriented. Time management to handle multiple projects and Good communication skills are mandatory. Soft Skills: Good team Player, Assertive communicator, should lead by example, understand organization priorities and goals, motivated, dedicated, should take calculated risks.