Service Desk Coordinator

8. Role Summary / Job Purpose

The L1 – Service Desk Coordinator operates within a support desk model where a dedicated, identified pool of technicians is assigned to customers. The role is responsible for logging, validating, and coordinating service requests and incidents, reviewing technician availability, and aligning the most appropriate resources based on customer requirements. The coordinator tracks tickets through their full lifecycle, ensures timely assignment, maintains accurate customer communication, updates systems in line with defined processes, and supports SLA compliance and consistent service delivery.

9. Key Responsibilities

• Receive, validate, and log customer service requests and incidents through emails and ticketing portals, ensuring accurate categorization and acknowledgment.
• Assign service tickets to appropriate field technicians using the Field Force Application (FFA) and ensure timely acceptance.
• Coordinate with internal stakeholders to obtain travel and operational approvals as required.
• Communicate technician details and confirmed visit schedules to customers in a timely and professional manner.
• Monitor technician travel status and on-site progress, sending proactive reminders 24 hours and 2 hours prior to scheduled visits.
• Maintain real-time updates in the ticketing system using predefined templates throughout the service lifecycle.
• Escalate non-responsiveness, delays, or deviations to Field Services or relevant teams for prompt resolution.
• Validate visit completion details, site visit reports, and task documentation received from technicians.
• Close service tickets accurately in the ticketing system after confirming completion and documentation compliance.
• Verify service timestamps in the FFA tool and assess eligibility for invoicing as per defined guidelines.

10. Required Skills

Functional Skills

• Service Desk & Ticket Management
• Incident Logging & Coordination
• SLA Awareness & Process Adherence
• Customer Communication & Support
• Basic Hardware & Software Troubleshooting Understanding

Behavioural Skills

• Strong coordination and follow-up skills
• Clear written and verbal communication
• Customer-focused mindset
• Ability to work in a fast-paced, shift-based environment
• Attention to detail and accuracy

11. Tools / Systems / Technical Knowledge

• IT Service Management (ITSM) tools (ServiceNow or similar)
• Ticketing and workflow management systems
• Reporting & dashboards (Excel, Power BI – preferred)
• Knowledge of ITIL-based service delivery frameworks

12. Decision-Making Authority

• Allocate workload and shifts within the team to meet operational requirements
• Approve operational actions for incident resolution and escalations
• Recommend process improvements and service enhancement initiatives
• Identify and escalate risks impacting SLAs or customer satisfaction

13. Problem-Solving Complexity

• Handles moderate to complex operational issues involving multiple stakeholders
• Requires analysis of ambiguous situations and implementation of structured solutions
• Expected to proactively prevent repeat incidents through root cause analysis

14. Stakeholder Management / Influence

• Internal Stakeholders: Field Technicians, Field Services Team, Global Service Centre Teams, Internal Approvers
• External Stakeholders: Customers

15. Education & Certification Requirements

Mandatory:

• Diploma in Engineering or Bachelor’s Degree in any discipline

Preferred:

• Technical degree or certification
• ITIL Foundation (good to have)

16. Experience Requirements

•  0–6 months of experience in Service Desk, Help Desk, or Customer Support roles
• Exposure to ticketing tools, customer handling, or field engineer coordination preferred
• Freshers with relevant technical or service orientation may be considered