Job Description
The job is about coordinating and planning resources, identify which
support technician should be allocated in order to fulfill the request from
customers and the appropriate service on site and meet all targets.
As required, assign tickets and request to the appropriate support using a
ticketing system.
Will assist Project Coordinators / Or managers with coordination and
administration responsibilities.
Primary Responsibilities:
1. Resource Coordination and Allocation
Coordinate and plan resources to
fulfill customer requests efficiently.
Identify the appropriate support
technician for each request.
Allocate resources to meet clients
service requirements and targets.
2. Ticket Assignment - Updates - Closure
Assign tickets and service requests
to the relevant support using a ticketing system.
3. Support for Project Coordinators/Managers
Assist Project Coordinators and
Managers with coordination and administrative tasks related to IT projects.
Main Focus:
- Monitor and promptly respond to
requests received through the Helpdesk.
- Manage request delivery based on
priority (first in, first out) to ensure client SLAs are consistently exceeded.
- Update the status of requests using
Manage Engine Software and other ticketing systems.
- Search for suitable
partners/engineers to perform required tasks within agreed planned cost and
timeline.
Requirements- Excellent English reading,
writing, and speaking skills.
- Excellent customer service is a
must.
- Effective communication skills.
- Exceptional administrative skills,
with a keen attention to detail and organization.
- Proficiency in telephone and call
handling.
- Ability to work effectively in a
multicultural environment.
- Team player with strong
collaboration skills.
- Ability to work in shifts,
including weekends and bank holidays.
Benefits1. Provident Fund.
2. Medical Insurance.
3. Paid Leaves
