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 in office 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 rapid-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