Job Summary
The IT Support Coordinator is responsible for coordinating IT support activities, managing service requests, scheduling engineers, tracking ticket resolution, and ensuring timely delivery of support services as per customer SLAs. The role serves as the primary coordination point between customers, field engineers, OEM partners, logistics, and internal teams to ensure seamless service operations and high customer satisfaction.
Key Responsibilities
- Coordinate daily IT support operations and assign service requests to engineers.
- Monitor all support tickets to ensure adherence to agreed SLAs.
- Schedule onsite visits, installations, deployments, and preventive maintenance activities.
- Act as the primary point of contact for customers regarding service updates and escalations.
- Coordinate with OEMs for warranty claims, spare parts, and service requests.
- Track open calls and follow up with engineers until closure.
- Maintain daily, weekly, and monthly service reports and dashboards.
- Coordinate laptop, desktop, printer, and accessory deployment projects.
- Ensure timely dispatch and receipt of IT assets in coordination with the logistics team.
- Maintain records of service calls, warranty status, serial numbers, and asset details.
- Escalate critical issues to management and ensure prompt resolution.
- Coordinate with procurement for spare parts and replacement devices.
- Verify service reports before closure and obtain customer sign-offs where required.
- Ensure documentation of all support activities is complete and accurate.
- Support customer audits by providing service records and reports.
- Monitor engineer productivity and utilization.
- Coordinate software installations, OS imaging, and deployment schedules.
- Assist in preparing MIS reports and SLA performance reports for management and customers.
- Ensure compliance with internal processes and customer-specific service requirements.
Required Skills
- Strong coordination and organizational skills.
- Excellent verbal and written communication skills.
- Knowledge of IT hardware, desktops, laptops, printers, and networking fundamentals.
- Familiarity with ticketing/helpdesk tools.
- Good understanding of SLA management and incident tracking.
- Proficiency in Microsoft Excel, Word, and Outlook.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong customer service and problem-solving skills.
- Attention to detail and documentation accuracy.
- Educational QualificationBachelor's Degree in Information Technology, Computer Science, Electronics, or any graduate with relevant IT support experience.
- Experience2–5 years of experience in IT Support Coordination, Service Desk Coordination, Technical Support Operations, or IT Service Management.
- Preferred SkillsExperience working with System Integrators, OEMs, or Managed Service Providers.
- Knowledge of ITIL processes.Experience coordinating enterprise IT rollouts and deployments.
- Familiarity with Active Directory, Office 365, Microsoft Intune, and Windows deployment processes.
- Experience supporting BFSI or enterprise customers is an added advantage.
Key Performance Indicators (KPIs)
- Maintain 98% or higher SLA compliance for service requests.
- Ensure 100% assignment of tickets within defined response timelines.
- Achieve timely closure of support tickets within agreed TAT.
- Maintain accurate service documentation and MIS reports.
- Ensure customer escalations are addressed within defined timelines.
- Achieve a customer satisfaction (CSAT) score of 4.5/5 or above.
- Maintain 100% accuracy in asset tracking and service records.
- Ensure effective coordination between customers, engineers, logistics, and OEM partners.
- Reduce repeat incidents through proactive follow-up and issue tracking.
- Submit daily, weekly, and monthly service reports on time
Pay: ₹20,000.00 - ₹35,000.00 per month
Benefits:
Work Location: In person
