Designation : Call Co-Ordinator / Helpdesk Support

Job Description

Serving as the first point of contact for customers seeking technical assistance over the phone or email

Ensure the daily attendance of all location engineer and onsite Engineers availability during service window

Monitor and respond quickly to incoming requests related to IT issues from Factory users

Log all requests in to Help Desk application and assign call to relevant engineer for further action

Monitor and maintain record events and problems and their resolution logs properly in helpdesk application

follow up with engineer and users to ensure complete resolution of issues

Identify and escalate situations requiring urgent attention

Prepare daily, weekly, monthly reports and send it to the reporting managers

Keep inventory of all equipment, software, and license and provide data when required