Help Desk Coordinator
Role Purpose: The incumbent will be responsible for coordinating various
IT related issues between the IT Team.
Key Accountabilities
Key Accountabilities
- Being the first
point of contact for all users seeking IT assistance via e-mail, telephone
or Walk in.
- Intimating the
end user that a service request has been logged with the IT and an
engineer has been assigned with rough time estimates for completing the
request.
- Timely
allocation of SR to responsible engineers.
- Timely escalation
to the IT Manager in order to keep him/her informed about critical issues.
- Prioritizing SR
and performing proper routing taking into consideration the workload and
availability of engineers.
- Closing SR as
well as following up with the user on closed SR’s in order to ensure high
customer service levels.
Procurement
- Receiving
request for procurement of IT equipment from end users
- Evaluating the
requirement of the material, the product to be purchased as well as the
necessary budgets.
- Co-ordinating
with the vendors in order to get the required quotations.
- Preparing
purchase indent and comparison sheet in order to proceed with procurement.
- Co-ordination
with the vendor for delivery
- Co-ordination
with the Engineers in order to deliver and install the equipment to the
end user and to close the service request
- Close
co-ordination with all members in the IT team in order to access
departments workload
- Maintaining
minutes of all department meetings and following up with engineers on
various action items
- Maintaining and
filing all important department documents including employee record, leave
record, procurement history, weekly reports etc.
- Availability of
updated files at any given point in time.
- Initiating and
recording weekly department meetings.
Application Support
- Being the Single
Point of Contact (SPOC) for all application related support and
maintaining the same from a functional point of view.
- Preparation and
maintenance of support manuals.
- Providing
application training to the end users in order to improve his/her system
usage efficiency
Inventory Maintenance
- Maintaining IN
and OUT transactions for
- IT consumables
inventory.
- Timely
procurement of consumables ensuring the EOQ is met.
Qualifications, Experience, Skills & Knowledge
- A university
degree in any stream with 2 to 3 years of prior Service Desk management
experience.
- Good knowledge
of operating systems and office applications.
- Soft Skills
- Friendly
presence and helpful attitude in order to work well with others.
- Good analytical
skills in order to resolve issues.
- Ability to work
responsibly with or without direct supervision.
- Strong
documentation and communication skills.
Email: bentleys@bentleysinter.com
Deadline: 16th April 2013
Deadline: 16th April 2013
