Service Desk Coordinator

Job Title: IT Service Desk / IT Support Executive

Experience: 6 Months to 2 Years

Key Responsibilities:

• Handle IT inbound and outbound calls professionally and efficiently.
• Act as the first point of contact for customers, employees, and field engineers.
• Log calls, capture important details, and escalate issues when required.
• Track issues until closure while ensuring SLA compliance.
• Coordinate with internal teams, vendors, and field staff.
• Route technical queries to IT L1/L2 support teams when necessary.
• Monitor call queues and maintain response time and customer satisfaction levels.
• Perform basic IT troubleshooting.
• Assist with Outlook configuration and basic email-related issues.

Required Skills:

• Excellent verbal communication in English and local language.
• Basic knowledge of IT support and troubleshooting.
• Familiarity with ticketing tools or CRM tools (preferred).
• Strong coordination, follow-up, and problem-solving skills.
• Willingness to work in rotational shifts, including nights and weekends.

Eligibility:

• 6 months to 2 years of experience in IT Service Desk / IT Support / Customer Support.
• Freshers with good communication skills can also be considered.