Service Desk Specialist

Job Description

🌟 We’re Hiring: Service Desk Coordinators / Service Success Specialists (Mumbai) 🌟 Are you ready to take your Problem Solving & Customer Service skills to the next level? Join our growing team as a Service Success Specialist and be part of a fast-paced, supportive environment! Location: Mumbai (Work from Office primarily with some flexibility to work from home based on company policy) Shifts: Rotational About the Role: We’re looking for Proactive, Detail-oriented Professionals to manage Technician Dispatches, align resources to service tickets, manage & deliver on SLAs and ensure seamless communication between clients, technicians, and stakeholders. You’ll operate our in house developed ITSM tool along with client portals and play a key role in our IT operations. Comprehensive training will be provided! Key Responsibilities: Monitor and Manage incoming service tickets via internal & external portals. Align and Dispatch Field technicians as per ticket requirements, SLAs and resource availability. Maintain detailed logs and trackers for accurate reporting and follow-ups. Collaborate with cross-functional teams to ensure timely resolution. Communicate proactively with clients, technicians, and internal teams via email, chat, and calls. Flag delays, Exceptions, or Escalations as needed. Ensure compliance with SOPs and SLAs. Required Skills & Qualifications: 2–3 years in Service Desk, Dispatch, IT Coordination, or Customer Support. Strong verbal and written communication (fluent English is a must). Experience with ticketing systems or dispatch tools preferred. Proficient in Excel for tracker maintenance and reporting. Excellent attention to detail, multitasking, and time management. Ability to work independently in a remote/hybrid setting. Willingness to work in rotational shifts. Preferred: Experience in IT Staffing, MSP, or Field Services. Familiarity with ServiceNow, Freshdesk, or similar ITSM tools. ITIL Certification preferred. Prior remote/work-from-home experience. Why Join Us? Work with a collaborative and supportive IT Recruitment and Operations team. Flexibility to work from home and our Mumbai office based on your allocated shift. Opportunities to grow into leadership or advanced technical roles. Ready to make an impact? Apply now or tag someone who fits this role! 📧 Send your Resume ONLY to hr@ovationwps.com #Hiring #ServiceDesk #ITJobs #MumbaiJobs #HybridWork #RotationalShift #ITSupport Show more Show less