This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an IT Service Desk Coordinator based in India.
We are looking for an organized and customer-focused IT Service Desk Coordinator to support smooth and efficient IT operations across a global organization. In this role, you will act as a central coordination point between end users, service desk agents, and technical teams, ensuring that incidents and service requests are handled effectively. You will oversee ticket management, monitor service performance, and help ensure that issues are prioritized and resolved within agreed timelines. The position also involves providing initial technical guidance, maintaining support documentation, and identifying opportunities to improve service delivery. You will work in a collaborative, international environment where clear communication, accountability, and operational efficiency are essential. This is an excellent opportunity for an IT professional looking to develop their expertise in IT service management and support coordination.
Accountabilities:
- Monitor incoming IT incidents and service requests, ensuring tickets are accurately categorized, prioritized, and assigned to the appropriate teams.
- Provide initial Level 0 support by collecting relevant information, understanding user issues, and guiding users through basic troubleshooting steps.
- Track open, pending, and aging tickets to ensure timely follow-up and identify potential service-level agreement (SLA) risks.
- Escalate unresolved or complex issues to the relevant technical teams to support timely resolution.
- Maintain clear and consistent communication with end users, service desk agents, and technical teams, keeping all stakeholders informed of ticket progress.
- Coordinate daily service desk activities to ensure efficient workflows and a consistent user support experience.
- Maintain and update IT support procedures, documentation, and knowledge base articles.
- Support service reporting by monitoring ticket volumes, resolution progress, and service performance indicators.
- Identify recurring issues, process gaps, and opportunities to improve service desk efficiency and overall IT service delivery.
- 2–4 years of professional experience in an IT service desk, IT operations, customer support, or service coordination role.
- Familiarity with IT Service Management (ITSM) platforms and ticketing tools such as ServiceNow, Jira Service Management, Freshservice, Zendesk, or ManageEngine is an advantage.
- Basic understanding of incident management processes, ticket lifecycles, service-level agreements (SLAs), and service request management.
- General knowledge of Windows operating systems, Microsoft 365, and identity management solutions such as Microsoft Entra ID or Active Directory.
- Strong organizational and coordination skills, with the ability to manage multiple tickets, prioritize tasks, and ensure consistent follow-up.
- Excellent verbal and written communication skills, with the ability to interact effectively with users and technical teams.
- Strong problem-solving abilities, attention to detail, and a proactive approach to identifying and addressing service issues.
- A customer-oriented mindset and commitment to delivering responsive, reliable, and high-quality IT support.
- Ability to work collaboratively in a fast-paced, international environment while taking ownership of assigned responsibilities.
- Competitive Compensation: Attractive remuneration package, including salary, performance bonuses, and additional benefits.
- Flexible Working Arrangements: Flexible working hours and a hybrid work model.
- International Exposure: Opportunity to collaborate with global teams and professionals across different regions.
- Innovative Environment: Work in an engaging, collaborative, and forward-thinking professional environment.
- Diverse Projects: Gain exposure to complex projects and IT operations across multiple industries.
- Collaborative Culture: Enjoy an international working environment with a minimal hierarchical structure.
- Professional Development: Strengthen your expertise in IT service management, incident coordination, service delivery, and operational processes.
- Meaningful Contribution: Play an important role in improving user experience and ensuring reliable IT support across the organization.