Intern at Sequelone in Gurugram

Job Summary

We are looking for a proactive and detail-oriented Helpdesk SLA Coordinator to manage the ticketing process, monitor SLA compliance across departments, and ensure timely resolution of customer and internal support requests. The candidate will act as a central coordination point between support teams, product teams, development teams, and stakeholders to ensure service commitments are met.

In addition, the role will be responsible for maintaining the Knowledge Management Portal and publishing product release notes, feature updates, and process documentation.

Key Responsibilities

Ticket Management & SLA Monitoring
• Monitor all tickets logged into the Helpdesk Portal.
• Track SLA compliance across all departments and support functions.
• Identify tickets approaching SLA breach and proactively follow up with ticket owners.
• Escalate overdue and high-priority tickets to respective managers and stakeholders.
• Prepare daily, weekly, and monthly SLA compliance reports.
• Ensure proper categorization, assignment, and closure of tickets.

Stakeholder Coordination
• Coordinate with Product, Development, QA, Infrastructure, and Support teams for ticket resolution.
• Follow up with ticket owners and ensure regular status updates are provided.
• Conduct periodic reviews of pending and overdue tickets.
• Support management in improving ticket turnaround times and customer satisfaction.

Knowledge Management
• Maintain and manage the Knowledge Management Portal.
• Publish release notes, product updates, patches, hotfixes, and process documents.
• Ensure all documentation is updated, reviewed, and accessible to stakeholders.
• Coordinate with Product and Development teams to gather release information.

Release Change Coordination
• Track scheduled releases and patch deployments.
• Ensure release communication is published to internal teams and customers.
• Maintain release history and deployment records.
• Support change management and release governance processes.

Reporting & Governance
• Generate SLA dashboards and management reports.
• Maintain records of recurring issues and escalation trends.
• Assist in process improvement initiatives for support and operations.

Required Skills
• Experience with Helpdesk/Ticketing systems.
• Graduate in any discipline.
• Strong follow-up and coordination skills.
• Excellent written and verbal communication.
• Ability to manage multiple stakeholders and priorities.
• Good understanding of SLA management and service operations.
• Strong documentation and reporting skills.
• Proficiency in Excel, Google Sheets, and reporting tools.

Preferred Qualifications
• Experience in SaaS, HRMS, HRIS, ERP, or product-based companies will be preferred.

Key Performance Indicators (KPIs)
• SLA Compliance Percentage.
• Number of overdue tickets.
• Ticket closure turnaround time.
• Knowledge Base update completion.
• Release communication accuracy and timeliness.
• Escalation reduction and process adherence.