We are hiring for IT Helpdesk / Support Coordinator position at Vikhroli, Mumbai location
Education:
Graduation (Mandatory)
Experience:
2 to 3 years
Experience in handling multiple external customers
Knowledge of SLA, chargeable calls, and incident management
Experience in any ticketing tool
Preferred: ITIL Certified
Job Timings will be : Shift Timing: 10:00 AM to 6:00 PM Monday to Saturday (2nd and 4th Saturday off)
Key Responsibilities:
1. Calls & SLA Management
Monitor and manage service level agreements (SLAs) related to calls.
Ensure timely response and resolution of customer queries.
2. Resource Management
Oversee team leave schedules and align resources as per policy.
Coordinate with engineering teams for smooth operational support.
3. Incident Management
Log, track, and resolve incidents efficiently.
Collaborate with teams to ensure swift and effective resolutions.
4. Scheduled Activities
Plan and execute scheduled maintenance or service activities.
Ensure proper documentation and communication of all planned activities.
5. Documentation
Prepare and maintain project documentation, including reports, presentations, and plans.
Keep records organized and accessible for stakeholders.
6. Administrative Support
Schedule and organize meetings, prepare agendas, and take meeting minutes.
Maintain project files and other administrative records.
7. Project Planning & Tracking
Assist in developing project plans and schedules.
Track deliverables, monitor progress, and ensure adherence to deadlines and budgets.
8. Communication
Act as the primary liaison between teams, management, and stakeholders.
Provide regular project status updates and facilitate effective information flow.
Job Type: Full-time
Pay: ₹10,491.97 - ₹28,160.58 per month
Education:
Bachelor's (Preferred)
Experience:
SLA Management: 1 year (Required)
ITIL Certified: 1 year (Preferred)
ticketing tool : 1 year (Required)
Help desk/ coordinator: 1 year (Preferred)
Language:
English (Preferred)
Location:
Mumbai, Maharashtra (Preferred)
Work Location: In person
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