ServiceDesk Coordinator

Position Title: Service Desk Coordinator

Location: Mohali

Shift - Rotational/As per requirement 

Reports to:  Team Lead

Job Description: Service Desk Coordinator

Position Overview:  Service Desk Coordinator

The Service Desk Coordinator is responsible for handling incoming tickets and emails from customers, ensuring timely and accurate resolution. This includes following standard processes, assigning tickets to the appropriate field technician using Provided tools and updating the system within the required timeline.

The role involves support for both hardware and software tickets, which vary by client. Training will be provided for all types of calls.

Daily work requires the use of multiple tools and communication methods. Success in the role depends on strong coordination, problem-solving ability, a positive attitude, and excellent customer service.

Key Responsibilities:

• Creation of service desk tickets with the logging of accurate information in to the system with all the required details.
• Coordinate with customers and alignment of project identified engineers with all the necessary approval processes.
• Provides coordination updates to customers and field engineers via phone/e-mails.
• Guidance to field engineers with the identification, prioritization, and resolution of reported problems.
• Monitor ticket status and provide real time updates in system.
• Act as a communication link between customers, engineers, and internal teams, to ensure all problems will be resolved in an accurate and timely manners.
• Escalation of pending or critical issues to the concerned authority or internal stakeholders.

Required Skills/Qualifications

• Diploma in engineering or University Graduate (Technical University Degree is an advantage).
• 0 to 6 months of related work experience, or an equivalent combination of education and experience. 
• Preferably Understanding of the usage of Computer & standard software’s. Good knowledge of the Microsoft Office family applications (especially Outlook/Excel) and Ticketing Tool (especially Service Now)
• Good command of communication skills.
• Fluency in English is a must.
• Fluency in one other language: Any additional language is an advantage.
• Customer service & Field engineer handling skills.
• Flexibility and should be able to work shift patterns.
• Help desk experience with customer handling experience is preferable.
• The ability to communicate effectively both written and oral is imperative, as well as efficient and accurate typing skills.