ServiceDesk Coordinator

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