SERVICE COORDINATOR / HELP DESK – US IT SERVICES

Company: Ace Web Solutions

Location: CXO Suites, IT Park, Panchkula

Job Type: Full-Time | Work From Office

Salary: ₹3,00,000 – ₹4,50,000/year

Experience: 1–3 Years

Process: US IT Services / US Client Operations

ABOUT THE ROLE

Ace Web Solutions is hiring a Service Coordinator / Help Desk Representative to support our US IT Services operations.

The role combines Level 1 IT support, customer service, ticket management, and technician coordination. The candidate will communicate with US customers, troubleshoot basic IT issues, manage service requests, and coordinate onsite technicians when required.

This is an IT services role, not a general BPO or telecalling position.

KEY RESPONSIBILITIES
- Handle customer calls, emails, and IT service requests.
- Provide Level 1 troubleshooting for computers, printers, software, connectivity, and basic IT issues.
- Create and update service tickets with accurate information.
- Determine whether issues require online assistance or onsite support.




- Schedule and coordinate field technicians.
- Track appointments, open tickets, and service status.
- Follow up with customers and technicians.
- Escalate complex technical issues when required.
- Maintain accurate documentation and ensure SLA compliance.
- Coordinate with sales, technical support, dispatch, and management teams.

WHAT WE'RE LOOKING FOR
- 1–3 years of experience in IT Help Desk, Technical Support, Service Desk, IT Services, MSP, or Service Operations.
- Excellent spoken and written English — Mandatory.
- Basic knowledge of computers, networking, printers, and software troubleshooting.
- Strong customer service, communication, and coordination skills.
- Experience with CRM or ticketing systems is preferred.
- Valuable problem-solving and multitasking abilities.
- Willingness to work US business hours — Mandatory.

IMPORTANT:

Candidates with only generic BPO, telecalling, or customer-service experience without IT/technic

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