Service Desk Coordinator

Service Desk Coordinator / Helpdesk Coordinator

Location: Kochi – Onsite
Work Environment: 24x7 Operations
Travel: Very Rare

Job Summary

We are looking for a Service Desk Coordinator to oversee and coordinate day-to-day Service Desk/Helpdesk operations. The role involves ticket management, SLA monitoring, team coordination, customer communication, reporting, IT inventory management and escalation handling.

Key Responsibilities

• Coordinate the day-to-day activities of Service Desk/IT Support engineers.
• Receive, prioritize and assign incidents and service requests.
• Monitor ticket queues and ensure timely ticket resolution within agreed SLAs.
• Ensure accurate and timely ticket updates and work-log documentation.
• Follow up on pending and aging tickets and escalate SLA violations.
• Conduct daily ticket reviews with engineers and relevant stakeholders.
• Provide regular ticket status updates to customers.
• Prepare and submit service desk performance and customer reports.
• Maintain IT inventory and asset records.
• Maintain configuration documents and IT documentation.
• Track warranties, software licenses and subscriptions.
• Notify stakeholders about upcoming renewals.
• Coordinate with IT vendors and service providers.
• Follow customer and company-defined policies, processes and procedures.
• Support customer satisfaction and continuous process improvement.
• Provide guidance and technical support to Service Desk team members when required.

Required Skills

• Experience in IT Service Desk / Helpdesk operations.
• Good understanding of ITSM processes.
• Knowledge of incident and service request management.
• Strong understanding of SLA monitoring and escalation.
• Experience with ticketing/Helpdesk tools such as ServiceNow, ManageEngine, Jira Service Management, Freshservice, BMC Remedy or similar.
• Good reporting and documentation skills.
• Experience in IT asset/inventory management is preferred.
• Good customer communication and coordination skills.
• Ability to work in a 24x7 onsite environment.

Candidate Profile

Candidates with experience in Service Desk coordination, IT Helpdesk, ITSM, ticket management, SLA monitoring, team coordination and IT asset management are preferred.

Work Location: Kochi, Kerala
Work Mode: Onsite

Pay: ₹150,000.00 - ₹250,000.00 per year

Application Question(s):

• How many years of experience do you have in IT Service Desk / Helpdesk operations?
• Do you have experience coordinating or supervising Service Desk / IT Support engineers?
• Do you have hands-on experience with ITSM/Helpdesk ticketing tools such as ServiceNow, ManageEngine, Jira, Freshservice, or BMC Remedy?
• Do you have experience managing and monitoring tickets to ensure SLA compliance?
• Have you prepared Service Desk reports such as ticket volume, SLA compliance, response time, resolution time, or backlog reports?
• Do you have experience maintaining IT asset/inventory records, configuration documents, warranties, licenses, or subscriptions?
• Are you comfortable coordinating with customers, engineers, vendors, and management for ticket updates and escalations?
• Are you willing to work in a 24x7 shift environment?
• Are you an immediate joiner?what is your current salary and expected ctc?

Work Location: In person