Desktop Support Engineer Us Process (Night Shift) (India)

We are seeking a proactive and customer-focused IT Coordinator / IT Helpdesk Coordinator to provide technical support to users across multiple locations and remote work environments. The role involves troubleshooting IT issues, managing helpdesk operations, coordinating support resources, and ensuring timely resolution of incidents while maintaining high levels of user satisfaction. IT Coordinator Job Description.pdf Key Responsibilities Provide first-level technical support for hardware, software, network, and user account issues. Resolve helpdesk tickets using documented procedures and escalate complex issues when required. Monitor and manage helpdesk requests received through email, phone, chat, and ticketing systems. Support and coordinate IT staff in day-to-day technical operations. Manage helpdesk activities for over 300 users across multiple locations. Prepare and analyze ticketing reports, service requests, and performance metrics. Maintain IT operational policies, procedures, and support documentation. Ensure adherence to Service Level Agreements (SLAs). Monitor critical IT infrastructure using standard monitoring tools. Assist with user account administration, mailbox management, password resets, and access requests. Drive continuous improvement by identifying recurring issues and implementing permanent solutions. IT Coordinator Job Description.pdf IT Coordinator Job Description.pdf Required Qualifications Bachelor's Degree or Graduate in any relevant discipline. Robust interpersonal, communication, and problem-solving skills. Good organizational and prioritization abilities. Working knowledge of IT systems, Windows environments, and troubleshooting. Experience with ITSM/ITCM tools and ticketing systems. Understanding of IT support processes and service management. Knowledge of ITIL framework is preferred. Microsoft certification is an added advantage. IT Coordinator Job Description.pdf IT Coordinator Job Description.pdf Desired Skills Excellent customer service orientation. Analytical and troubleshooting capabilities. Ability to multitask in a fast-paced environment. Strong documentation and reporting skills. Team collaboration and stakeholder management. Ability to work independently and under pressure. Job Type: Full-time Compensation: 30,000.00 - 40,000.00 per month Benefits: - Cell phone reimbursement - Commuter assistance - Flexible schedule - Food provided - Health insurance - Internet reimbursement - Leave encashment - Life insurance - Paid sick time - Paid time off - Provident Fund Work Location: In person .