Technical Helpdesk - (Roles & Responsibilities) 

• Experience Level : 6 months - 1 year

• The Helpdesk Coordinator will act as the single point of contact to the customer/users for all IT related requirements

• Responsible for attending all incidents, service requests landing at the Service Desk via the E-Helpline Tool, Mail & Telephone. 

• Responsible for understanding the various categories of calls for e.g. issues on Desktop's, Laptop's and Domains.        

• The responsibilities of the Helpdesk Coordinator will be to Log all the calls, assign it to engineers, track it till closure, and update the user

• Responsible for allocating proper call categories for the incidents and Service Requests

• Adherence to response time is the key responsibility of SD

• Responsible for proper knowledge of Prioritization Matrix so as to classify the incidents and service requests as per the Severity     

• Responsible to track engineers availability to assign incidents without violation of the SLA.

• Responsible to monitor the Incident status to respond, resolution as per SLA

• Responsible to ensure proper activity details are updated in tool by all engineers