Service Desk Coordinator

Overview:

The Service Desk Coordinator will be responsible for handling incoming service requests, managing the ticket lifecycle through Zoho Desk, coordinating schedules between customers and engineers, and ensuring timely service delivery. This role requires strong coordination, documentation, and communication skills to ensure compliance with processes and maintain a high level of customer satisfaction.

Job Roles & Responsibilities:

Service Request Handling:

• Manage the support mailbox, mobile, and Zoho Desk for incoming service requests.
• Validate service eligibility as per company guidelines.
• Log tickets received through mail, calls, or peer communication in Zoho Desk.

Coordination & Scheduling:

• Coordinate ticket schedules with customers through mail, calls, and peer discussions.
• Send initial calendar invites to customers and engineers as per agreed schedules.
• Assign tickets to the appropriate engineers based on region, skillset, complexity, and availability.
• Ensure commencement of services as per the confirmed schedule.

Ticket Compliance & Updates:

• Maintain accurate ticket compliance, including updating status, attaching error snapshots, service reports, or related files.
• Ensure timely and correct status updates in Zoho Desk.

Documentation & Reporting:

• Document agreed Statements of Work (SOW).
• Prepare review sheets and reports for weekly meetings.

Required Skillset:

• Proficiency in Zoho Desk or other ticketing systems.
• Strong documentation and record-keeping abilities.
• Excellent written and verbal communication skills for interacting with customers and internal teams.
• Coordination and scheduling skills, including managing calendar invites across time zones.
• Ability to prioritize and assign tickets effectively.
• Knowledge of service request lifecycle management.
• Strong attention to detail and process compliance.
• Ability to work in a fast-paced, customer-centric environment.

Qualifications & Experience:

• Bachelor's degree (preferred) or equivalent work experience.
• 13 years of experience in service desk coordination, ticket management, or customer support.
• Experience with Zoho Desk or similar ticketing tools is an advantage.
• Prior experience in IT Service Delivery or Managed Services environment is desirable.

Benefits:

• Health insurance coverage for self, spouse, and kids.
• Long-term benefit savings plan with employer matching contributions.
• Opportunities for professional growth and development.