Helpdesk Call Coordinator
- Accel It Services
- 2 - 4 years
- Noida, Gurugram
- 7 months ago
- Email to a friend
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Job Description
Key Roles of a Help Coordinator:
Service Manager: Oversees the entire support process, ensuring issues are addressed on time.
Coordinator: Acts as a liaison between support teams and end-users.
Communicator: Keeps all parties informed about issue progress and service updates.
Administrator: Maintains records, reports, and support documentation.
Core Responsibilities:
1. Request Management:
Logging, tracking, and managing incoming support requests.
Prioritising and assigning tasks based on urgency and complexity.
2. Issue Resolution Oversight:
Monitoring the resolution process to ensure deadlines are met.
Escalating unresolved issues to higher-level support teams.
3. Team Coordination:
Collaborating with various support teams to allocate resources effectively.
Ensuring proper workload distribution among team members.
4. Customer Support:
Providing clear, professional communication to users.
Offering guidance on standard procedures and common troubleshooting steps.
5. Reporting & Documentation:
Generating performance reports for management.
Keeping accurate logs of incidents, resolutions, and system changes.
6. Process Improvement:
Recommending workflow improvements based on recurring issues.
Implementing new procedures to boost service efficiency.
Certifications can boost your credibility and job prospects. Consider:
- ITIL Foundation For IT service management principles
- CompTIA A+ For foundational IT knowledge
- HDI Support Center Analyst (SCA) Specific to help desk roles
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: Accel It ServicesLocation(s): Noida, Gurugram
Keyskills: IT Helpdesk Excel Ticketing Tools VLOOKUP SLA
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Accel It Services
Accel IT Services is a division of Accel Limited, a BSE listed company with 3 decades of experience in the IT, Media and Electronic Manufacturing industry. Started in 1991 in Chennai, Accel Limited continues to pursue its diversified interest in media, electronic manufacturing,electronics research ...
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