The Help Desk Service Coordinator serves as a crucial link between users and Service Desk Engineers, ensuring efficient and effective resolution of technical issues. This role requires excellent communication and coordination skills to provide exceptional customer service and facilitate smooth operations within the IT support environment.

Responsibilities:

• Serve as the primary point of contact for users seeking technical assistance and support.
• Act as a liaison between users and Service Desk Engineers, effectively communicating technical issues, requirements, and priorities.
• Provide prompt and courteous assistance to users via various channels (phone, email, chat) while maintaining a high level of professionalism.
• Gather necessary information from users to accurately assess and prioritize technical support requests.
• Log and track all incidents and service requests in the ticketing system, ensuring accurate and up-to-date documentation.
• Assign, escalate, and follow up on tickets to appropriate Service Desk Engineers or other technical teams for timely resolution.
• Monitor ticket progress, ensuring adherence to service level agreements (SLAs) and keeping users informed of ticket status and progress.
• Provide basic troubleshooting and technical guidance to users, assisting with common software and hardware issues.
• Collaborate with Service Desk Engineers and other support teams to resolve complex technical problems and ensure timely resolution.
• Maintain a knowledge base of known issues and solutions to assist with efficient problem solving and provide self-help resources to users.
• Identify recurring issues or patterns and collaborate with the team to implement proactive measures for problem prevention.
• Contribute to the continuous improvement of service delivery processes and procedures.
• Assist with user onboarding and offboarding processes, including equipment setup, software installation, and access management.
• Maintain a high level of customer satisfaction through excellent customer service, responsiveness, and professionalism.

Requirement:

• Proven experience as a Help Desk Service Coordinator or similar role in an IT support environment.
• Familiar with VMWare and new users onboarding process.
• Strong customer service skills with the ability to empathize and communicate effectively with users of varying technical knowledge.
• Excellent verbal and written communication skills, including active listening skills.
• Solid understanding of IT service management principles and best practices.
• Familiarity with ITIL framework and experience working in an ITIL-driven environment is a plus.
• Proficient in using ticketing systems and remote support tools.
• Basic knowledge of common software applications, operating systems, and hardware devices.
• Strong organizational and multitasking abilities with a keen attention to detail.
• Ability to prioritize and manage multiple support requests in a fast-paced environment.
• Proactive problem-solving skills and ability to work independently as well as in a team.
• IT certifications (e.g., ITIL, HDI, CompTIA A+) are desirable but not mandatory.

Skills & Abilities:

• Strong communication skills
• Excellent employee
• Strong initiative and self-awareness – a flexible team player
• Creative thinker
• Strong employee/customer relations experience
• Demonstrated strength in employee communication.
• Program planning and facilitation experience
• Experience driving engagement and building and implementing related programs.

What we offer:

• Market competitive salary
• Career Growth
• Learning & Development
• Provident Fund
• EOBI
• Paid Leaves
• Medical Coverage (IPD)
• Life Insurance

Location: Gulberg II, Lahore
Shift: US Timings (9:00am to 6:00pm ET)