Help Desk Coordinator

Job Description: Helpdesk Coordinator
We are seeking an organized and customer-centric Helpdesk Coordinator to manage our client interface, coordinate service logistics, and streamline daily field operations from our office in Jayanagar, Bangalore.
Job Overview

• Role: Helpdesk Coordinator
• Type: Full-time
• Location: Jayanagar, Bangalore, Karnataka
• Shift Timings: 9:30 AM to 6:30 PM (Office-based)
• Department: Operations & Customer Support

Key Responsibilities

• Customer Interface: Act as the primary point of contact for walk-in clients and phone inquiries, providing professional service assistance.
• On-Call Support: Receive, log, and triage customer service requests, issues, and inquiries into the ticketing system.
• Logistics Coordination: Schedule, dispatch, and track daily field activities including hardware delivery, asset collection, and client-side installation schedules.
• Team Alignment: Coordinate directly with L1 Field Engineers and CCTV Technicians to assign service tickets based on urgency and location.
• Status Tracking: Monitor the lifecycle of all customer items brought in for repair, rental drop-offs, or direct replacements.
• Documentation: Maintain accurate logs of incoming customer assets, signed delivery challans, and customer feedback.

Requirements

• Education: Diploma or Bachelors Degree in Any Stream (B. Com, BBA, BCA, or equivalent).
• Experience: 2 to 3 years of experience in customer service desk coordination, helpdesk ticketing, or logistics management.
• Technical Familiarity: Basic knowledge of IT hardware terminology to understand customer problems accurately during calls.
• Software Skills: Proficiency in service ticketing software, CRM systems, and standard Microsoft Office (Excel/Word).
• Communication: Strong verbal and written communication skills in English and local languages to manage customer conversations effectively.
• Traits: Multitasking abilities, calm under pressure, and sharp problem-solving skills.