Urgent Opening – Service Desk Coordinator

Job Description

• Responsible for logging tickets, monitoring, assigning tickets to respective support engineers.
• Providing first level of remote technical support to clients.
•  Making sure that the tickets are responded within the required time frame to meet the SLAs.
• Escalating the calls to support manager if tickets are not responded or resolved within the time.
•  Vendor management.
•  IT assets management.
• Preparing and scheduling daily, weekly and monthly MIS reports and sending the reports to clients and managers.
• Managing and maintaining the workflow, client contacts, support contracts, SLA details, escalation matrix, performance metrics, time entries etc. as per client requirement.

Job Location

Mumbai Suburban,Mumbai,Mumbai (All Areas)