Designation: Service Delivery Coordinator
Location: Bangalore
Experience: 2-4 years
Department: IT Support
Client: CBA
Job Purpose:
The Site Coordinator will act as the SPOC for all EUD services. The primary focus is managing the lifecycle of warranty claims for Microsoft, MAC and HP assets, overseeing laptop logistics, and identifying service growth opportunities within the customer environment.
Key Responsibilities:
1. Warranty & Ticket Management (Microsoft, MAC & HP and all IT assets)
- Ticket Lifecycle: Lead the end-to-end registration and tracking of warranty tickets on Microsoft,MAC and HP devices.
- Technical Liaison: Coordinate directly with Microsoft,MAC technical support teams for remote diagnosis and troubleshooting.
- Incident Tracking: Maintain a real-time log of all open tickets, ensuring SLAs are met for response and resolution times.
2. Hardware Logistics & Replacement
- Logistics Tracking: Manage the movement of laptops, including defective unit pickups and the receipt of replacement devices at the customer site Mainly for Mircosoft.
- Inventory Control: Maintain accurate data logs of serial numbers, part replacements, and swap-stock availability.
- Verification: Ensure all replaced hardware is tested for basic functionality before being handed back to the end-user.
3. Site Operations & SPOC Services
- Client Relationship: Serve as the primary SPOC for all EUD-related service queries, providing regular status updates to customer stakeholders.
- Data Maintenance: Ensure 100% accuracy in the service database, including asset health checks and warranty expiry tracking.
- Reporting: Prepare weekly and monthly reports on ticket volume, pending cases, and logistics TAT.
4. Business Opportunity Identification
- Growth Mindset: Actively observe the customer’s IT environment to identify gaps or requirements for additional hardware, software, or AMC services.
- Lead Generation: Flag potential opportunities (e.g., printer fleet refreshes, network upgrades, or additional technical manpower needs) to the account management team.
Required Skills & Qualifications:
- Experience: 2–4 years of experience in IT Coordination, Service Desk, or Warranty Management.
- Technical Knowledge: Familiarity with Microsoft Surface and MAC warranty protocols. Basic understanding of laptop hardware troubleshooting.
- Tools: Proficient in Excel
- Soft Skills: Excellent verbal and written communication; ability to remain professional and composed while stationed at a high-pressure customer site.
Pay: ₹28,000.00 - ₹30,000.00 per month
Benefits:
- Health insurance
- Life insurance
- Paid sick time
- Provident Fund
Work Location: In person
