Service Desk Coordinator

Navi Mumbai - India

Monthly Salary: INR 4 - 4

Experience Required: 1-3years

Posted on: 20 hours ago

Vacancies: 1 Vacancy

Job Summary

WERE HIRING FOR A SERVICE DESK COORDINATOR IN INDIA!

Excis is a global IT support leader driven by innovation and collaboration. Join us for a rewarding career in a supportive family-like environment where youll look forward to coming to work every day.

Client in 190 countries
6000 Engineers
200 Enterprise Clients

We foster an open friendly and supportive growth-oriented culture where individual achievements fuel team success. From solving complex IT challenges to celebrating wins together we put our people first.

Start your journey with Excis and grow with us!

Key Responsibilities

Service Desk Coordination

Serve as the primary point of contact between external customers/partners internal engineering teams and the service desk.

Facilitate daily communication related to incidents service requests and hands-and-eyes support activities.

Manage dispatch site tickets and ensure adherence to all SLA requirements.

Coordinate communications related to purchase order requests ASO support and other service needs.

Manage backfill arrangements and ensure engineer availability during leave periods.

Service Delivery & Incident Management

Oversee the efficient and timely resolution of technical and operational issues escalating when necessary.

Provide regular updates to stakeholders on incident progress and resolution status.

Monitor ServiceNow to ensure SLA compliance and proper ticket lifecycle management.

Assign track and follow up on support tickets to ensure timely and accurate closure.

Reduce backlog and contribute to maintaining strong service delivery metrics.

Reporting Documentation & Quality Assurance

Prepare and analyse service performance reports to identify trends gaps and improvement opportunities.

Maintain accurate documentation of all interactions incidents and resolutions.

Develop and update knowledge base articles FAQs and internal training materials.

Support internal audits compliance checks and service delivery reviews.

Work closely with account managers and technical teams to ensure consistent and high-quality service delivery.

Onboarding & Customer Support

Support the onboarding of new customers/partners ensuring a clear understanding of service desk processes and ticketing tools.

Deliver proactive communication and reliable coordination to maintain high customer satisfaction.

Requirements

Ideal Candidate Profile

24 years of experience in a service desk customer support or service coordination role.

Solid hands-on experience with ServiceNow including ticket management SLA monitoring and reporting.

Familiarity with other IT ticketing systems is a plus.

Strong understanding of IT service management frameworks; ITIL certification is an advantage.

Excellent communication and interpersonal skills with the ability to collaborate effectively across teams.

Highly organized with the ability to manage multiple tasks and priorities simultaneously.

Strong analytical skills and exceptional attention to detail.

Customer-focused with a proactive and solution-oriented approach.

Key Performance Indicators (KPIs)

Customer/Partner satisfaction scores

SLA adherence and compliance

Ticket response and resolution timelines

Ticket backlog reduction and closure rates

Accuracy and completeness of documentation

Benefits

Why Join Us

At Excis your work matters. Youll be part of a dynamic hands-on team where your technical expertise directly enhances user satisfaction and operational success. We offer a supportive environment that encourages professional growth continuous learning and collaboration across diverse technologies. Enjoy competitive compensation and the chance to contribute to a global IT leader that values innovation and excellence.

Ready to make a difference and grow your career

Apply now to join Excis in INDIA and be at the forefront of IT support excellence!

Required Skills:

Ideal Candidate Profile 24 years of experience in a service desk customer support or service coordination role. Solid hands-on experience with ServiceNow including ticket management SLA monitoring and reporting. Familiarity with other IT ticketing systems is a plus. Strong understanding of IT service management frameworks; ITIL certification is an advantage. Excellent communication and interpersonal skills with the ability to collaborate effectively across teams. Highly organized with the ability to manage multiple tasks and priorities simultaneously. Strong analytical skills and exceptional attention to detail. Customer-focused with a proactive and solution-oriented approach. Key Performance Indicators (KPIs) Customer/Partner satisfaction scores SLA adherence and compliance Ticket response and resolution timelines Ticket backlog reduction and closure rates Accuracy and completeness of documentation

WERE HIRING FOR A SERVICE DESK COORDINATOR IN INDIA!Excis is a global IT support leader driven by innovation and collaboration. Join us for a rewarding career in a supportive family-like environment where youll look forward to coming to work every day.Client in 190 countries6000 Engineers200 Enterpr...

WERE HIRING FOR A SERVICE DESK COORDINATOR IN INDIA!

Client in 190 countries
6000 Engineers
200 Enterprise Clients

Key Responsibilities

Service Desk Coordination

Serve as the primary point of contact between external customers/partners internal engineering teams and the service desk.

Facilitate daily communication related to incidents service requests and hands-and-eyes support activities.

Manage dispatch site tickets and ensure adherence to all SLA requirements.

Coordinate communications related to purchase order requests ASO support and other service needs.

Manage backfill arrangements and ensure engineer availability during leave periods.

Service Delivery & Incident Management

Oversee the efficient and timely resolution of technical and operational issues escalating when necessary.

Provide regular updates to stakeholders on incident progress and resolution status.

Monitor ServiceNow to ensure SLA compliance and proper ticket lifecycle management.

Assign track and follow up on support tickets to ensure timely and accurate closure.

Reduce backlog and contribute to maintaining strong service delivery metrics.

Reporting Documentation & Quality Assurance

Prepare and analyse service performance reports to identify trends gaps and improvement opportunities.

Maintain accurate documentation of all interactions incidents and resolutions.

Develop and update knowledge base articles FAQs and internal training materials.

Support internal audits compliance checks and service delivery reviews.

Work closely with account managers and technical teams to ensure consistent and high-quality service delivery.

Onboarding & Customer Support

Support the onboarding of new customers/partners ensuring a clear understanding of service desk processes and ticketing tools.

Deliver proactive communication and reliable coordination to maintain high customer satisfaction.

Requirements

Ideal Candidate Profile

24 years of experience in a service desk customer support or service coordination role.

Solid hands-on experience with ServiceNow including ticket management SLA monitoring and reporting.

Familiarity with other IT ticketing systems is a plus.

Strong understanding of IT service management frameworks; ITIL certification is an advantage.

Excellent communication and interpersonal skills with the ability to collaborate effectively across teams.

Highly organized with the ability to manage multiple tasks and priorities simultaneously.

Strong analytical skills and exceptional attention to detail.

Customer-focused with a proactive and solution-oriented approach.

Key Performance Indicators (KPIs)

Customer/Partner satisfaction scores

SLA adherence and compliance

Ticket response and resolution timelines

Ticket backlog reduction and closure rates

Accuracy and completeness of documentation

Benefits

Why Join Us

Ready to make a difference and grow your career

Apply now to join Excis in INDIA and be at the forefront of IT support excellence!

Required Skills:

Company Industry

IT Services and IT Consulting

Key Skills

Editorial
Catering
B2C
Camp
Computer Engineering

Apply Now

About Company

Excis Compliance Ltd

Our History Founded in Belgium in 2001 as an IT services company, Excis expanded across Europe and established it’s HQ in the UK. The delivery of 24/7 support was followed by the provision of end-to-end solutions, including IT and audiovisual design, installation and servicing. Exci ... View more

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Service Desk Coordinator

Navi Mumbai - India

Job Summary

Requirements

Benefits

Requirements

Benefits

Company Industry

Key Skills

About Company

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