Service Desk

Location: Mohali

1. Role Summary / Job Purpose
- The Service Desk Coordinator is responsible for managing incoming service requests and incidents by logging, validating, coordinating, and tracking tickets through their lifecycle. The role ensures timely assignment to field technicians, accurate communication with customers, adherence to defined processes, and proper system updates to support SLA compliance and customer satisfaction.

2.

Key Responsibilities
- Receive, validate, and log customer service requests and incidents through emails and ticketing portals, ensuring accurate categorization and acknowledgment.
Assign service tickets to appropriate field technicians using the Field Force Application (FFA) and ensure timely acceptance.
Coordinate with internal stakeholders to obtain travel and operational approvals as required.
Communicate technician details and confirmed visit schedules to customers in a timely and professional manner.
Monitor technician travel status and on-site progress, sending proactive reminders 24 hours and 2 hours prior to scheduled visits.
Maintain real-time updates in the ticketing system using predefined templates throughout the service lifecycle.
Escalate non-responsiveness, delays, or deviations to Field Services or relevant teams for prompt resolution.
Validate visit completion details, site visit reports, and task documentation received from technicians.
Close service tickets accurately in the ticketing system after confirming completion and documentation compliance.
Verify service timestamps in the FFA tool and assess eligibility for invoicing as per defined guidelines.

3. Required Skills
- Functional Skills

Service Desk & Ticket Management
Incident Logging & Coordination
SLA Awareness & Process Adherence
Customer Communication & Support
Basic Hardware & Software Troubleshooting Understanding

Behavioral Skills

Strong coordination and follow-up skills
Clear written and verbal communication
Customer-focused mindset
Ability to work in a fast-paced, shift-based environment
Attention to detail and accuracy

4. Tools / Systems / Technical Knowledge
- IT Service Management (ITSM) tools (Service Now or similar)
Ticketing and workflow management systems
Reporting & dashboards (Excel, Power BI – preferred)
Knowledge of ITIL-based service delivery frameworks

5. Decision-Making Authority
- Allocate workload and shifts within the team to meet operational requirements
Approve operational actions for incident resolution and escalations
Recommend process improvements and service enhancement initiatives
Identify and escalate risks impacting SLAs or customer satisfaction

6. Problem-Solving Complexity
- Handles moderate to complex operational issues involving multiple stakeholders
Requires analysis of ambiguous situations and implementation of structured solutions
Expected to proactively prevent repeat incidents through root cause analysis

7. Stakeholder Management / Influence
- Internal Stakeholders:  Field Technicians, Field Services Team, Global Service Centre Teams, Internal Approvers
External Stakeholders:  Customers

8. Education & Certification Requirements
- Mandatory:

Diploma in Engineering or Bachelor’s Degree in any discipline

Preferred:

Technical degree or certification
ITIL Foundation (good to have)

9. Experience Requirements

0–6 months of experience in Service Desk, Help Desk, or Customer Support roles
Exposure to ticketing tools, customer handling, or field engineer coordination preferred
Freshers with relevant technical or service orientation may be considered