Role Summary / Job Purpose The L1 – 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

Functional Skills

Service Desk & Ticket Management

Incident Logging & Coordination

SLA Awareness & Process Adherence

Customer Communication & Support





Basic Hardware & Software Troubleshooting Understanding

Behavioural Skills

Strong coordination and follow-up skills

Explicit written and verbal communication

Customer-focused mindset

Ability to work in a fast-paced, shift-based environment

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

📌 Fresher (India)
🏢 AVASO Technology Solutions
📍 India