IT Service Desk Coordinator (Client-Side

Location: Mumbai (Client Site)
Experience Required: Minimum 3+ Years

Role Overview

The IT Service Desk Coordinator will manage daily IT support operations at the client location. The role involves coordinating service desk activities, ensuring timely resolution of tickets, handling escalations, and supporting end users with technical issues. The candidate will also work closely with L1/L2 engineers, vendors, and internal teams to maintain smooth IT operations and meet agreed service levels.

Key Responsibilities

1. Service Desk Operations

• Monitor and manage IT help desk tickets in line with SLAs.
• Assign, track, and follow up on incidents, service requests, and change requests.
• Ensure accurate ticket logging, categorization, and prioritization.
• Coordinate with onsite and remote support teams for timely resolutions.

2. User Support & Coordination

• Serve as the primary point of contact for IT issues at the client site.
• Provide L1/L1.5 support for common user issues related to hardware, software, network, and applications.
• Guide users through troubleshooting steps and document resolution steps.
• Ensure smooth IT onboarding and offboarding processes for employees.

3. Reporting & Documentation

• Maintain daily/weekly MIS reports for incidents and service performance.
• Prepare dashboards highlighting ticket trends, SLA compliance, and user satisfaction.
• Document SOPs, checklists, known error database, and support guides.

4. Coordination with IT Teams & Vendors

• Work closely with internal L2/L3 teams for escalations.
• Coordinate with OEMs and third-party vendors for hardware replacements, warranty claims, and support cases.
• Track AMC contracts, asset warranty timelines, and service schedules.

5. Asset & Inventory Management

• Maintain records of laptops, desktops, network devices, accessories, and licenses.
• Track issuance, movement, and return of IT assets.
• Coordinate procurement requests and maintain stock availability for IT consumables.

6. IT Compliance & Best Practices

• Ensure adherence to IT security policies and user guidelines.
• Support audit processes related to IT operations and asset compliance.
• Maintain version control for software installations and patches.

Required Skills & Qualifications

• Minimum 3+ years experience in IT service desk or IT coordination roles.
• Strong understanding of ITSM tools such as ServiceNow, Freshservice, Jira, or equivalent.
• Hands-on knowledge of Windows OS, MS Office, O365, basic networking, and hardware troubleshooting.
• Excellent communication, interpersonal, and coordination abilities.
• Capability to handle pressure situations at client sites with professionalism.
• Strong analytical and reporting skills.

Preferred Skills

• Experience working in an enterprise or multi-location support environment.
• Exposure to ITIL concepts and incident/change/problem management.
• Basic understanding of Active Directory, VPN, and end-user security tools.