IT Service Coordinator

Location: Pune

Employment Type: full-time

Designation: IT Service Coordinator

Job Details

Position Request: IT Service Coordinator

Overview

We are requesting support in sourcing an offshore IT Service Coordinator. This position will serve as the primary point of coordination for incoming IT service requests, scheduling and dispatching technical resources, maintaining accurate inventory and asset records, and supporting day-to-day IT operations. The Service Coordinator will also assist with routine system monitoring and maintenance activities while ensuring proper documentation, reporting, and adherence to IT policies and procedures.

Role Responsibilities

• Ticket and Dispatch Management: Act as the primary contact for all incoming support requests via phone and email. Document issues, assign service tickets, and escalate complex problems to higher-level support technicians.
• Scheduling and Coordination: Manage schedules and calendars of technical staff to ensure efficient and timely service delivery. Coordinate with external vendors and service providers as needed.
• Inventory and Asset Management: Monitor and maintain an accurate inventory of IT assets, including hardware, software licenses, and peripherals.
• System Maintenance and Monitoring: Assist with routine maintenance tasks, monitor system and network performance, and coordinate maintenance activities such as data backups.
• Documentation: Maintain comprehensive records of IT processes, troubleshooting steps, and system configurations. Prepare reports on service levels and performance.
• Policy and Procedure Implementation: Support the development and enforcement of IT protocols and policies to improve security, compliance, and operational efficiency.
  

Required Skills & Experience

• Previous experience in an IT support, help desk, or service coordination role.
• Excellent customer service skills, with the ability to interact effectively with both technical and non-technical staff.
• Strong organizational and time management abilities to manage multiple tasks and projects simultaneously.
• Solid problem-solving and troubleshooting skills to quickly diagnose and resolve technical issues.
• Strong written and verbal communication skills for collaborating with global teams.
• Familiarity with ITSM tools such as ServiceNow.
• Knowledge of ITIL principles.
• Prior experience working in a Managed Services environment.