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Job Code CC-01
Designation

Call Coordinator

Profile of the position:

Level 1 engineer is for monitoring service provision. Competent to provide well services and support above level in basic activities.

Duties and Responsibilities

Ticketing

  • Tracks Clarify desk side support queue
  • Assigns cases to techs to balance workload.
  • Redirects incorrectly dispatched tickets
    • Printer hardware
    • Contractor or application password resets
    • Requests for share drive access
    • Network issues
    • Cell phone requests
  • Check that the requests we receive are outside within our scope  of work, if the request is obviously not within our scope, have it addressed by Kai  or addressed by the appropriate group
  • Assess DSS tickets that are dispatched for closure. 
    • Close the tickets that have been completed
    • Redirect those that need to be addressed further. 
    • Reclassifying cases so reports are more accurate
  • Check that the asset tracking system is updated accurately
    • Checks Everdream console.
    •  

      Services

    • Provide status on Clarify ticket requests
    • Provide status on other requests to ensure that requests received from users via helpdesk, email, or through the technicians to follow the processes required by MNAO
      • VPN Requests
      • Software requests
      • Hardware requests
        • Loaner equipment
        • Long term allocations
    • If approached by user, assist and direct/redirect individuals who have IT concerns
      • New hires
      • Issues with applications
      • Broadband services
      • Cell phone services
    • Ensure that the proper hardware and software equipment is provided/reclaimed to/from MNAO employees
      • New hires
      • Position changes
        • Hardware change DT to LT
        • s/w licenses stay with the position
      • Terminations
    • Confer with technicians and help desk regarding status of ticket(s) and monitor the workflow of activities, provide guidance regarding how issues should be handled
    • Provide information for potential projects outside the scope and request information is needed
    • Mexico kiosk installations
    • Location moves
    • Location closures
    • Non-executive AV support
    • Server hardware replacement
    • Relay information regarding changes in policy and re-enforce policies amongst on-site team and help desk
    • Inform MNAO of trends that arise so that MNAO IT can determine if there is further action on their part
    • If software is requested and it is not part of our library, obtain software and installation instructions if it is approved to be installed
    • Obtain s/w from IT manager of the business unit.
    • Work with MNAO internal teams for the implementation of internal projects that can affect our onsite team (e.g. Remedy upgrade, changes with other vendors such as printer vendor)

 

Reporting

  • Prepare reports for the weekly ticket summary
  • Provide reports for IT town hall meeting (same reports as we go over in our monthly)
  • Provide reports from Clarify or Ever Dream as requested (adhoc reports, once or twice a month)
  • Requesting and follow up for reports I cannot provide
Knowledge, Skills & Competencies
  • Good Communication Skills
  • Good Problem Solving Skills
  • Good Customer handling skills
  • Good Excel, ISĀ  skills
  • Analytical skills
  • Ready to work only in night shift
Desired Qualification
    Any graduate
Desired Experience

Should have 1+ yr of experience in similar industry.

Location Mumbai