Job Description – Executive Service Co-Ordinator Network Techlab India Ltd. | Talent Acquisition | Job Description | Mumbai Location: Thane Shift: Rotational Shifts (24/7 support environment) Experience: Fresher / 0–1 Year Job Summary Network Techlab is looking for a proactive and customer-focused Executive Service Coordinator to act as the first point of contact for clients and internal teams. The role involves incident logging, coordination with field engineers, client communication, and ensuring the timely resolution of service requests in a rotational shift environment. Key Responsibilities Service Desk Operations • Act as the first point of contact for clients via phone, email, and ticketing tool • Log, track, and update incidents, service requests, and queries accurately • Assign and coordinate tickets with remote and field engineers • Monitor ticket status and ensure adherence to SLA timelines Coordination & Communication • Coordinate between engineers, clients, and internal teams, OEM’s TAC support for issue resolution • Provide regular status updates to clients and stakeholders • Escalate unresolved or critical issues as per the defined escalation matrix • Follow up with engineers until closure of tickets • Co-ordinate and track Preventive Maintenance tickets Documentation & Reporting • Maintain proper documentation of incidents, resolutions, and escalations • Prepare daily/weekly MIS reports, shift handover notes, and dashboards • Update internal systems and trackers accurately Job Description – Executive Service Co-Ordinator Network Techlab India Ltd. | Talent Acquisition | Job Description | Mumbai Shift & Process Adherence • Work in rotational shifts, including night shifts, weekends, and holidays as per the roster • Perform proper shift handover to the next shift • Follow ITIL / service desk processes and company SOP’s Required Skills & Qualifications Education • Graduate in any field • Freshers are welcome Skills • Good verbal and written communication skills • Basic understanding of IT / Network concepts (LAN, WAN, routers, switches – basic level) • Comfortable working with ticketing tools, emails, Excel, and MS Office • Strong coordination, follow-up, and multitasking abilities • Willingness to work in rotational shifts Preferred (Good to Have) • Internship or exposure in Service Desk / IT Support / NOC • Understanding of ITIL processes • Experience handling clients or coordination roles What We Offer • Structured training on service desk & operations support processes • Exposure to real-time network operations and client handling • Stable role with learning and long-term growth opportunities Who Should Apply • Fresh graduates looking to start a career in IT Service Operations / Service Desk • Candidates comfortable with coordination, communication, and shift work • Individuals with a customer-first mindset and eagerness to learn
