Description :

Title - IT Services Desk Coordinator

Exp = 3 - 8 years

Location - Delhi

Responsibilities:

• Service Desk Management: Oversee the operations of the IT service desk, including incident management, service request fulfillment, and problem resolution.
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• Ticket Management: Monitor and prioritize incoming service requests and incidents using our ticketing system.
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• Technical Support: Provide first-level support to end-users, troubleshooting software and hardware issues and resolving technical problems in a timely manner.
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• Escalation Management: Escalate complex technical issues to appropriate teams or vendors for resolution, ensuring SLAs are met.
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• User Training: Conduct training sessions and create documentation to educate end-users on IT systems and best practices.
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• Process Improvement: Continuously evaluate and improve IT service desk processes and procedures to enhance efficiency and customer satisfaction.
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• Reporting: Generate reports on service desk performance metrics, such as ticket resolution time and customer satisfaction scores.