About the job WE ARE HIRING AVASO Technology Solutions is currently seeking a Service Desk Coordinator. As an AVASO employee, you will be part of a global organization that provides IT Services to big national as well as international clients across multiple industries.

We are an IT solution provider with coverage in more than 170 countries as well as global distribution capabilities. We have a proven track record of success in providing best-of-breed technology solutions to enterprises of all sizes, including some of the world’s largest brands. AVASO offers you an excellent growth opportunity with a strong global company and good money.

Website

- https://www.avasotech.com/ Position: Service Desk Coordinator

Experience: 0-6 Months

Location: Mohali

Position type: Full-Time Job Overview: 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. 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.

Required

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 setting





Attention to detail and accuracy Tools / Systems / Technical Knowledge

IT Service Management (ITSM) tools (ServiceNow or similar)

Ticketing and workflow management systems

Reporting & dashboards (Excel, Power BI – preferred)

Knowledge of ITIL-based service delivery frameworks 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 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 Stakeholder Management / Influence

Internal Stakeholders: Field Technicians, Field Services Team, Global Service Centre Teams, Internal Approvers

External Stakeholders: Customers Education & Certification Requirements

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

📌 Service Desk Analyst (India)
🏢 AVASO Technology Solutions
📍 India