Helpdesk Coordinator - ICT

at Sumathi Group

Sumathi Group which originated in the 1940s has grown to become one of the most dynamic and diversified business conglomerates in Sri Lanka, with fourteen limited liability companies in the Group, representing IT, Healthcare, Restaurants, Security Services, Media, Commercial Printing, Sports, and Event Management.

Sumathi Information Technologies (Pvt) Limited, (SIT) is one of Sri Lanka's premier Systems Integration company, with a strong legacy and over ten years of experience in IT domain. "SIT" provides turnkey solutions, that integrate products and solutions from industry leaders to meet a wide spectrum of business needs of SMEs and conglomerates.

Helpdesk Coordinator - ICT

We are looking for a talented individual to join our dynamic team attached to Helpdesk Operation under the engineering department. The Helpdesk Coordinator would often be a customer's first point of contact with the company and should deal with customers face-to-face or help them over the phone or by email.

Key Responsibilities:

• Interacting professionally with the clients over the phone, email and resolving all service related queries with defined TAT (Turn Around Time) while building a good relationship with them
• Make calls to the customers & follow up with all concerned for closure of issues (including jobs) within defined SLA (Service Level Agreements)
• Maintain track records of all jobs, escalate delay if any to the management and also if required to the customers
• Creating jobs (tickets) and updating their status on-time in the online software system
• Scheduling corrective and preventive maintenance work (jobs) for Colombo / outstation engineering teams effectively
• Follow up with the customer for SLA renewals
• Preparing routine reports as required

Desired Profile:

• Minimum 1 year experience in ICT support service or similar operation
• Proficient with MS Office (specifically Excel & Word)
• Possess G.C.E. A/L or O/L plus additional related qualifications
• Effective team player to coordinate with other departments and resolve customer queries
• Highly empathetic, dynamic and result oriented
• Be able to multitask
• Possess "People Skills" to manage relationships with all stakeholders
• Outstanding communication skills in written & spoken English
• Possess a friendly approach in resolving conflicts

The selected candidate is assured of an attractive remuneration package on par with industry standards based on qualifications & experience.

Please email your CV to careers@sumathi.lk with contact details of two non-related referees within 7 days of this advertisement.

Group General Manager (Human Resources)
Sumathi Global Consolidated (Pvt) Limited
491, Galle Road
Colombo 3

Valid Until: Jan 05, 2017
Categorized Under:
Call Centre Jobs / Customer Service Jobs / IT Jobs