Technical Helpdesk Coordinator Level 1

Key Role Responsibilities

First point of contact for all end user reporting technical issues over the phone Chat or email or web

Responsible for providing the first line of technical support of hardware Operating Systems subsystems andor applications for customers andor employees

Performing remote troubleshooting through diagnostic techniques and pertinent questions

Applies basic diagnostic techniques to identify issues investigate causes and recommend solutions to correct common failures

Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements

Escalates if needed unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groups

Maintains call quality and response times as per the agreed SLAs Strict adherence to meeting all the agreed SLAs and KPIs

Log all incidents and requests in the ITSM tool Maintains records of calls and ensure all cases are updated in the system and categorize and record reported queries and provide solutions

Advise users on appropriate course of action

Monitor issues from start to resolution

Responds to common requests for service by providing information to enable fulfilment Promptly allocates unresolved calls as appropriate

Maintains records informs users about the process and advises relevant persons of actions taken

Adhere to the documented policies and procedures

Pass on any feedback or suggestions by customers to the appropriate internal team

Engages other support teams or resources as when appropriate to resolve tickets

Use appropriate CTI classification for incidents and requests

Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution escalation or communication of status updates

Maintain confidentiality with regards to client customer information adhere to the NDA guidelines

Identify major incidents and invoke the major incident management process

Identify new issues and contribute to Knowledge Base development

Install modify and repair computer hardware and software

Required

Candidate Profile Minimum 03 years of relevant experience working as Helpdesk Associate

Should possess basic understanding of ITIL Practices

Should have strong verbal written communication and interpersonal skills