Service Desk Coordinator
Location: Bengaluru, India (on-site)
Role Type: Full-time
Position Overview
As a Service Desk Coordinator, you will be the operational backbone of our service delivery function. You will own the day-to-day management of customer service requests across email, phone, and Zoho Desk, coordinate field and remote engineers, and ensure every ticket flows through its lifecycle with proper documentation and SLA compliance. You will work closely with the technology team, account managers, and customers to keep service delivery running smoothly.
What You'll Do
- Monitor and manage the support mailbox, helpline mobile, and Zoho Desk ticketing system to ensure no customer request is missed.
- Log incoming service requests accurately, classify them by priority and category, and assign ownership.
- Schedule field and remote engineers based on ticket priority, customer location, and engineer availability.
- Coordinate customer appointments and communicate confirmations, reschedules, and ETAs proactively.
- Track ticket lifecycle from creation to resolution and closure, ensuring SLA compliance at every stage.
- Maintain accurate documentation for every ticket, including issue notes, resolution steps, and customer sign-offs.
- Prepare daily, weekly, and monthly service desk reports and review sheets for internal and customer reviews.
- Collaborate with technology leads, account managers, and OEM support teams to resolve escalations.
What You'll BringMust-Have
- 2+ years of hands-on experience in a service desk, help desk, or IT support coordination role.
- Working experience with Zoho Desk or a comparable ticketing system (Freshdesk, ServiceNow, Jira Service Management, BMC Remedy).
- Strong understanding of ticket lifecycle management and SLA-driven service delivery.
- Excellent verbal and written English communication skills.
- Comfort with scheduling, coordination, and managing multiple priorities simultaneously.
- Proficiency in MS Excel and documentation tools.
Good-to-Have
- Familiarity with ITIL concepts (incident, request, problem management).
- Conversational ability in one or more Indian regional languages (Kannada, Tamil, Telugu, Hindi).
- Prior experience in AV or IT infrastructure services environment.
- Exposure to reporting dashboards and basic data analysis.
Pay: ₹300,000.00 - ₹700,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Application Question(s):
- Please share your current CTC and expected CTC.
Experience:
- IT support: 2 years (Required)
Work Location: In person
