IT Service Coordinator

Location – Delhi

Roles and Responsibilities

  • Knowledge of ITIL framework
  • End-to-end incident and service request ownership, Incident management, problem coordination, vendor coordination with agreed SLAs.
  • Service Ownership SPOC for all tickets (EUC & Infra).
  • Call logging, Call Assignment, Incident Management & Coordination, Call Tracking, and follow up till closure within agreed SLA.
  • Call Monitoring and escalation.
  • Remote Resolution of End Users and End Point Compliance Related Issues wherever possible.
  • Resolving basic Calls/requests of information on the Phone at First Pickup.
  • SLA compliance and MIS Reporting.
  • Taking user’s signoff before closing any ticket.
  • Implementing best practices to reduce time and increase efficiency.
  • Receive, classify and record all calls (in ITSM Tool) and emails issues from users.
  • Level 1 Single Point of Contact via telephone in English/Hindi. The primary mode of communication would be English.
  • Problem Management – analyse incident histories identify and make recommendations for eliminating root cause issues.
  • Incident ownership, monitoring, tracking, and communication with all parties
  • Escalate tickets according to agreed SLOs/SLA.
  • Maintain updates of tickets in the tool and ensure data accuracy etc. if incorrectly defined by the users

Desired Candidate Profile

  • Should have good communication skills in written & spoken English.

Perks and Benefits

  • Permanent Job
  • Two alternate Saturdays off every month
  • Professional working environment