Service Desk Coordinator

2 days ago

Pune, Maharashtra, India Leapswitch Networks Full time ₹ 4,00,000 - ₹ 7,00,000 per year

Support / NOC / Service Desk 

Rotation: Yes - work is in rotational shift 

Job Summary: 

The Service Desk Coordinator is responsible for monitoring the support ticket queue, 

ensuring tickets are promptly assigned to the appropriate teams or personnel, and tracking 

resolution progress to ensure SLAs are met. This role acts as a central point of coordination 

for day-to-day ticket flow and escalations, ensuring smooth operations and high customer 

satisfaction. 

Key Responsibilities: 

  • Monitor incoming support tickets, chats and calls in real-time across all support channels. 
  • Assign tickets to appropriate teams or personnel based on priority, category, and expertise. 
  • Track ticket progress and follow up with teams to ensure timely resolution within SLA. 
  • Escalate issues proactively when delays or bottlenecks are identified. 
  • Communicate with customers regarding ticket updates, when needed. 
  • Maintain ticket hygiene (correct categorization, tags, status, and timely closure). 
  • Prepare and share daily/weekly reports on ticket volumes, SLA compliance, and pending issues. 
  • Coordinate handoffs during shift changes. 
  • Assist in updating documentation and processes for better ticket flow. 

Requirements: 

  • Proven experience in a support/helpdesk/NOC environment. 
  • Strong understanding of ticketing systems (e.g Hostbill, WHMCS, Zendesk etc.). 
  • Excellent coordination and communication skills. 
  • Good understanding of IT / Cloud infrastructure and support categories. 
  • Highly organized with an eye for detail and follow-through. 
  • Willing to work in shifts, including nights/weekends (if applicable). 
  • Preferred Qualifications: 
  • Bachelor's or Master's in IT/Computer Science 
  • Experience in hosting, cloud, or managed services industry. 
  • Knowledge of SLAs and escalation matrices.

  • It Service Desk Coordinator

    2 weeks ago

    Pune, Maharashtra, India Horizon Innovative Solution Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Role & responsibilities - Ticket Management: Managing and prioritizing incoming support requests, known as "tickets," from users. This involves assigning tickets to the appropriate technical staff and monitoring their progress to ensure timely resolution.Customer Service: Acting as a liaison between users and the IT support team. They are responsible for...

  • Service Desk Analyst

    2 days ago

    Pune, Maharashtra, India Tata Consultancy Services (TCS) Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    IT Service Desk OperationsAtleast 3 years of experience handling Service Desk services.Fluency in English (Reading, Writing, Speaking)Understand and responds in Business CommunicationsGood Managerial SkillUnderstanding and knowledge on IT Infrastructure.Work in any shift (24*7)ITIL KnowledgeUnderstanding and knowledge on IT Infrastructure.Act as Single point...

  • Service desk lead L1

    7 days ago

    Pune, Maharashtra, India Wipro Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    Job description:Job DescriptionRole:Service desk lead͏Do:To support the service desk agents in prompt delivery & customer serviceAdvise and collaborate with the agents on current issues and works toward the resolution of ticketsManage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and...

  • Service Desk Analyst

    2 days ago

    Pune, Maharashtra, India Wipro Full time ₹ 4,00,000 - ₹ 6,00,000 per year

    Role PurposeThe purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectivesDo1. Be responsible for primary user support and customer servicea. Respond to queries from all calls, portal, emails, chats from the clientb. Become...

  • Service Desk- Pune

    2 weeks ago

    Pune, Maharashtra, India Manning Consulting Full time ₹ 4,50,000 per year

    Job Opening For Service DeskQualification- Graduation requiredProfile- Service Desk, Incident Management, SLA, Ticketing tools.Experience minimum 1+Service DeskPackage upto 4.5LPALocation- PuneWork Mode- Work from Office5 days working & US shiftFor more information contact PriyankaContact no mail id-

  • Service Desk Analyst

    2 weeks ago

    Pune, Maharashtra, India Stantec Full time ₹ 1 - ₹ 2 per year

    Stantec is a global leader in sustainable engineering, architecture, and environmental consulting. The diverse perspectives of our partners and interested parties drive us to think beyond what's previously been done on critical issues like climate change, digital transformation, and future-proofing our cities and infrastructure. We innovate at the...

  • Service Desk

    2 weeks ago

    Pune, Maharashtra, India Ghrs Training Full time ₹ 4,20,000 - ₹ 5,50,000 per year

    Designation - Sr. Technical Process ExecutiveMin 1 Yr Exp in Service Desk (International Voice Process)CTC - Up to 5.5 LPA + Allowances and IncentivesWFO | US Shifts | 2 Way Cab | 5 WDAbsconded Cases Not ConsiderableNotice - 0 to 30 Days

  • Service Desk Analyst

    2 weeks ago

    Pune, Maharashtra, India Wipro Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest...

  • Service Desk

    3 days ago

    Pune, Maharashtra, India Ghrs Training Full time ₹ 5,00,000 - ₹ 6,50,000 per year

    Min 1 Yr Exp Into Technical Support International VoiceMust Have -Service Desk VoiceAny GraduateUp to 5 LPA + Allowances and IncentivesNight ShiftBoth Way Cab | 2 Days Off | WFOAbsconded Cases Not ConsiderableNotice ImmediateHR

  • IT Service Coordinator

    2 days ago

    Pune, Maharashtra, India Systems Plus Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Location: PuneEmployment Type: full-timeDesignation: IT Service CoordinatorJob DetailsPosition Request: IT Service CoordinatorOverviewWe are requesting support in sourcing an offshore IT Service Coordinator. This position will serve as the primary point of coordination for incoming IT service requests, scheduling and dispatching technical resources,...