Service Desk Coordinator

Position Overview:

Our Service Desk agents are responsible for handling inbound tickets/mail assigned by customers for speedy resolution. This requires understanding of process involved & adherence to laid process in its totality. With the keen sense of geography through map reading, the candidates must assign the trouble ticket to the right field technician within the timeline & update in system.

The types of technical products that we support are both hardware and software related and vary from client to client. We fully train all our employees in house to handle each type of call.

While on the job, expect to use different applications and different mode of communications. Dazzle our customers with your keen man management, result oriented attitude, problem solving ability, top-shelf problem solving skills, and your excellent customer service attitude.

 

Key Responsibilities:

  • Provides coordination to customers via phone/e-mails and with field engineers in according the right field calls to engineers & update of records as per laid norms.

• Guidance to field engineers with the identification, prioritization, and resolution of reported problems by telephone and e-mail.
• Prepare Service Desk ticket reports and assist in identifying the cause of any slippages. 
• Participates in a supportive role by acting as a liaison between field engineer, customer and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner

• Escalate the challenges in time to rightful authority & owner

Required Skills/Qualifications

•  Diploma in engineering or University Graduate (Technical University Degree is an advantage).
•  01-02 years of related work experience, or an equivalent combination of education and experience. 
• Preferably experience in the usage of Computer & standard software’s. Good knowledge of the Microsoft Office family applications (especially Outlook/Excel) and Ticketing Tool (especially Service Now)
• Good command in communication & very good communication skills.
• Fluency in English is a must.
• Fluency in one other language: Any additional language is an advantage.
• Customer service & engineer handling skills.
• Flexibility and should be able to work shift patterns.
• Help desk experience with customer handling experiences are highly desirable.
• The ability to communicate effectively both written and oral is imperative, as well as efficient and accurate typing skills.

Compensations & Benefits:

• Industry standard remuneration  
• Medical insurance coverage for self & family (Self, Spouse + up to 2 Kids)  
• PF  
• Paid leaves  
• Company-sponsored pieces of training (technical and behavioural)  
• Employee engagement program (Team building activities, fun activities)  
• Performance driven Rewards &Recognition program  
• Employee-centric policies to help with personal& professional life balance.  
• Performance driven faster growth