Job Title: ManageEngine Help Desk & Service Coordinator

Job Description:
We are seeking a highly organized and proactive ManageEngine Help Desk & Service Coordinator to oversee and streamline our service ticketing system. The ideal candidate will manage end-to-end operations of the ManageEngine platform, ensuring seamless communication between clients and service teams, and delivering services aligned with SLA requirements.

Key Responsibilities:

Ticket Management & Coordination:

• Monitor, prioritize, and assign incoming service tickets through the ManageEngine Help Desk system.

• Ensure proper categorization and timely escalation of tickets as per SLA standards.

• Coordinate with internal teams to resolve issues and meet service timelines.

System Administration & Configuration:

• Configure and maintain ManageEngine settings, workflows, user roles, notifications, and forms.

• Customize and implement system features based on operational needs.

Process Improvement:

• Analyze recurring issues and ticket trends to recommend and implement process enhancements.

• Work with teams to improve service delivery standards.

Reporting & Documentation:

• Generate routine and ad-hoc performance/SLA compliance reports.

• Maintain detailed documentation of system settings, workflows, and protocols.

Training & Support:

• Provide training to internal users on the Help Desk system.

• Act as the key liaison between clients, field service teams, and internal users for effective communication.

Skills & Qualifications:

Education:

• Graduate or Diploma in Electronics or Computer Engineering

Experience:

• Minimum 3 years of experience in service coordination and ticketing system management

• Background in electronic security systems and familiarity with regulatory authority standards

Technical & Soft Skills:

• Proficient in using and configuring ManageEngine or similar platforms

• Strong analytical, organizational, and communication skills

• Excellent customer handling and problem-solving abilities

• Team-oriented with innovative and detail-focused mindset