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 qualified 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

- Clear 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

📌 Service Desk Coordinator (Sahibzada Ajit Singh Nagar)
🏢 AVASO Technology Solutions
📍 Sahibzada Ajit Singh Nagar