Fresher

About the Role

The L1 – Service Desk Coordinator manages incoming service requests and incidents by logging, validating, coordinating, and tracking tickets. This role ensures timely assignment to field technicians, accurate customer communication, adherence to processes, and system updates to support SLA compliance and customer satisfaction.

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 for travel and operational approvals.
• Communicate technician details and confirmed visit schedules to customers.
• 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.
• Escalate non-responsiveness, delays, or deviations to relevant teams.
• Validate visit completion details, site visit reports, and task documentation from technicians.
• Close service tickets accurately in the ticketing system upon confirmation of completion and documentation compliance.
• Verify service timestamps in the FFA tool and assess eligibility for invoicing.

Requirements & Tech Stack

• Service Desk & Ticket Management
• Incident Logging & Coordination
• SLA Awareness & Process Adherence
• Customer Communication & Support
• Basic Hardware & Software Troubleshooting Understanding
• 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
• IT Service Management (ITSM) tools (e.g., ServiceNow)
• Ticketing and workflow management systems
• Reporting & dashboards (e.g., Excel, Power BI – preferred)
• Knowledge of ITIL-based service delivery frameworks

Qualifications

Mandatory:

• Diploma in Engineering or Bachelor’s Degree in any discipline

Preferred:

• Technical degree or certification
• ITIL Foundation (good to have)

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.