Service Delivery Coordinator

3 days ago

Noida, India Axiom Technologies Full time

**Responsibilities**:

- A point of contact for the customer for all types of service requests and incidents.

or direct customer input.
- Monitor resource schedules to ensure prompt time entry on service incidents.
- Communication with customers as required: Keeping them informed of incident

progress.
- Route incoming and existing tickets to appropriate service groups and geographic

regions.
- Monitor open service tickets to make sure the team is meeting customer SLAs.
- Improve customer service, reception and satisfaction with fast turnaround of customer

requests.
- Ability to work in a team and communicate effectively.
- Improve usage and increase the productivity of IT support resources.
- Escalate requests that cannot be scheduled within the agreed service levels.
- Report the Utilization of IT to support resources and successful completion of service

requests to the SD manager.
- Escalate requests to other team members as necessary.

**Qualification.**
Basic Computer and operating system knowledge.
Interpersonal Skills: Such as telephony skills, communication skills, active listening and
customer care.
Ability to multi-task and adapt to changes quickly.

**Technical awareness**:
The ability to match resources to technical issues appropriately.
Service awareness of all organization’s key IT services for which support is being provided.
Understanding of support tools, techniques and how technology is used to provide IT services. Typing skills to ensure quick and accurate entry of service request details.
Self-motivated with the ability to work in a fast-moving environment.

**Education /Skill/Experience**.
Previous customer service experience desired.
Work experience in coordinating team workload is desired.
Positive attitude and a strong willingness to continually learn

1+ years of relevant experience.

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