Help Desk Coordinator Jobs at Bentleys Inter
Role Purpose: The incumbent will be responsible for coordinating various IT related issues between the IT Team.
Key Accountabilities
Performance Indicators
- 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
