Help Desk Coordinator Jobs at Bentleys Inter

On Monday, April 15th, 2013
Help Desk Coordinator
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.
  • 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: [email protected]

Deadline: 16th April 2013

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