IT Service Coordinator

Job Description
IT Service Coordinator (Customer Handling) Job Title: IT Service Coordinator Department: IT Support / Client Services Reports To: IT Service Manager / Operations Lead Employment Type: Full-Time

Location:
Trivandrum, Kerala. Job Overview We are seeking an empathetic, organized, and proactive IT Service Coordinator with exceptional customer handling skills. In this role, you will act as the primary liaison between our non-technical clients/end-users and our technical IT support team. You will manage incoming IT service tickets, handle customer communications, ensure timely issue resolution, and deliver a smooth, customer-centric support experience. The ideal candidate possesses strong interpersonal skills, a customer-first mindset, and a solid foundational understanding of IT services to bridge technical and operational gaps seamlessly.

Key Responsibilities
1. Customer Handling & Incident Management
• Act as the main point of contact for clients and end-users reaching out via phone, email, or ticketing portals.
• Listen actively to customer issues, maintain a professional and empathetic tone, and set realistic expectations for ticket resolution times (SLAs).
• De-escalate challenging customer situations and manage unhappy or frustrated clients with patience and diplomacy.
• Provide regular status updates to customers regarding the progress of their service requests or IT outages. 2. IT Service Coordination & Ticket Dispatch
• Log, classify, prioritize, and assign incoming IT service tickets to appropriate Level 1/2/3 support technicians.
• Monitor ticket lifecycles to ensure technical teams adhere to Service Level Agreements (SLAs) and internal benchmarks.
• Track recurring technical issues and escalate severe or unassigned incidents to the IT Manager.
• Coordinate field technicians, vendors, or hardware dispatches when on-site assistance is required. 3. Operational & Administrative Support
• Maintain accurate records of customer interactions, service logs, and equipment distribution.
• Prepare periodic reports on customer satisfaction scores (CSAT), ticket volume, and team performance metrics.
• Collect customer feedback post-resolution to identify areas for service delivery improvement. Key Requirements & Qualifications Education & Experience
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Education:
Bachelor’s Degree or Diploma in Information Technology, Computer Science, Business Administration, or a related field.
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Experience:
0–2 years of hands-on experience in customer service, client relation management, helpdesk coordination, or IT support coordinator roles.
• Technical Knowledge: Familiarity with basic IT concepts (hardware, operating systems, cloud applications, network troubleshooting) and standard Ticketing/CRM tools (e.g., ServiceNow, Zendesk, Jira, Freshdesk). Required Skills & Competencies
• Customer-Centric Mindset: Exceptional relationship-building skills with a genuine drive to help users solve technical problems.
• Communication: Flawless verbal and written communication skills with the ability to explain complex technical terms in simple, everyday language.
• Problem Solving & De-escalation: Strong composure under pressure and proven conflict management capabilities.
• Organization & Time Management: High ability to multitask, prioritize urgent requests, and keep track of open tasks simultaneously.