Service Desk Coordinator

Were Hiring: Service Desk Coordinator Philippines

Requirements

Key Responsibilities:

Service Desk Coordination

• Serve as the main liaison between external customers/partners internal engineers and the service desk team.
  

• Communicate daily regarding incidents service requests and hands-and-eyes support activities.
  

• Manage and dispatch site tickets ensuring all SLA requirements are met.
  

• Coordinate purchase order requests ASO support and other service needs.
  

• Liaise with backfill engineers when primary engineers are on leave.
  

Service Delivery & Incident Management

• Ensure timely resolution of technical and operational issues through internal teams or escalation paths.
  

• Keep stakeholders informed on progress updates and incident resolutions.
  

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

• Assign track and follow up on support tickets to guarantee timely closure.
  

• Reduce backlog and maintain strong service performance metrics.
  

Reporting Documentation & Quality Assurance

• Generate and analyze service performance reports to identify trends and improvement opportunities.
  

• Maintain comprehensive documentation of interactions incidents and resolutions.
  

• Contribute to knowledge base articles FAQs and internal training content.
  

• Support internal audits and service delivery reviews.
  

• Collaborate with account managers and technical teams to ensure consistent service quality.
  

Onboarding & Support

• Assist in onboarding new customers/partners and guide them through service desk processes and ticketing tools.
  

• Maintain high customer satisfaction through proactive communication and reliable service coordination.
  

Qualifications & Skills

Experience & Technical Skills:

• 23 years experience in service desk customer support or service coordination roles.
  

• Strong ServiceNow experience including ticket handling SLA tracking and reporting.
  

• Familiarity with other IT ticketing tools is a plus.
  

• Strong understanding of IT service management principles (ITIL certification advantageous).
  

• Knowledge of IT hardware software applications and network fundamentals.
  

Behavioral & Interpersonal Skills:

• Excellent communication and interpersonal skills.
  

• Highly organized with strong multitasking abilities.
  

• Analytical mindset with exceptional attention to detail.
  

• Customer-focused with a proactive approach to problem-solving.
  

• Able to work independently while collaborating effectively with internal and external teams.
  

• Demonstrates accountability integrity and adaptability.
  

Key Performance Metrics:

• Customer/Partner satisfaction rating
  

• SLA compliance rate
  

• Ticket response and resolution times
  

• Ticket backlog and closure efficiency
  

• Quality and accuracy of documentation
  

Benefits

Why Join Excis

• Work as part of a dynamic hands-on team where technical expertise directly impacts user satisfaction and operational success.
  

• Enjoy a supportive environment that encourages professional growth continuous learning and collaboration.
  

• Access competitive compensation and opportunities to work with modern tools enterprise technologies and cloud platforms like Azure and AWS.
  

• Clear performance expectations and a defined growth path toward L2 support roles and beyond.
  

• Receive comprehensive training and certification support including CompTIA A ITIL foundations and Microsoft credentials.