Service Desk Coordinator

Role Summary / Job Purpose The L1 Service Desk Coordinator is responsible for managing incoming service requests and incidents by logging, validating, coordinating, and tracking tickets through their lifecycle. The role ensures timely assignment to field technicians, accurate communication with customers, adherence to defined processes, and proper system updates to support SLA compliance and customer satisfaction. Key Responsibilities Receive, validate, and log customer service requests and incidents through emails and ticketing portals, ensuring accurate categorization and acknowledgment.Assign service tickets to appropriate field technicians using the Field Force Application (FFA) and ensure timely acceptance.Coordinate with internal stakeholders to obtain travel and operational approvals as required.Communicate technician details and confirmed visit schedules to customers in a timely and professional manner.Monitor technician travel status and on-site progress, sending proactive reminders 24 hours and 2 hours prior to scheduled visits.Maintain real-time updates in the ticketing system using predefined templates throughout the service lifecycle.Escalate non-responsiveness, delays, or deviations to Field Services or relevant teams for prompt resolution.Validate visit completion details, site visit reports, and task documentation received from technicians.Close service tickets accurately in the ticketing system after confirming completion and documentation compliance.Verify service timestamps in the FFA tool and assess eligibility for invoicing as per defined guidelines. Required Skills Functional Skills Service Desk & Ticket ManagementIncident Logging & CoordinationSLA Awareness & Process AdherenceCustomer Communication & SupportBasic Hardware & Software Troubleshooting UnderstandingBehavioural Skills Strong coordination and follow-up skillsClear written and verbal communicationCustomer-focused mindsetAbility to work in a fast-paced, shift-based environmentAttention to detail and accuracy Tools / Systems / Technical Knowledge IT Service Management (ITSM) tools (ServiceNow or similar)Ticketing and workflow management systemsReporting & dashboards (Excel, Power BI preferred)Knowledge of ITIL-based service delivery frameworks Decision-Making Authority Allocate workload and shifts within the team to meet operational requirementsApprove operational actions for incident resolution and escalationsRecommend process improvements and service enhancement initiativesIdentify and escalate risks impacting SLAs or customer satisfactionProblem-Solving Complexity Handles moderate to complex operational issues involving multiple stakeholdersRequires analysis of ambiguous situations and implementation of structured solutionsExpected to proactively prevent repeat incidents through root cause analysis Stakeholder Management / Influence Internal Stakeholders: Field Technicians, Field Services Team, Global Service Centre Teams, Internal ApproversExternal Stakeholders: Customers Education & Certification Requirements Mandatory: Diploma in Engineering or Bachelors Degree in any disciplinePreferred: Technical degree or certificationITIL Foundation (good to have) Experience Requirements 6 months of experience in Service Desk, Help Desk, or Customer Support rolesExposure to ticketing tools, customer handling, or field engineer coordination preferredFreshers with relevant technical or service orientation may be considered .