Service Desk Coordinator / Helpdesk Coordinator

Location: Kochi – Onsite

Work Environment: 24x7 Operations

Travel: Very Rare

Job Summary

We are looking for a Service Desk Coordinator to oversee and coordinate day-to-day Service Desk/Helpdesk operations. The role involves ticket management, SLA monitoring, team coordination, customer communication, reporting, IT inventory management and escalation handling.

Key Responsibilities

- Coordinate the day-to-day activities of Service Desk/IT Support engineers.
- Receive, prioritize and assign incidents and service requests.
- Monitor ticket queues and ensure timely ticket resolution within agreed SLAs.
- Ensure accurate and timely ticket updates and work-log documentation.
- Follow up on pending and aging tickets and escalate SLA violations.
- Conduct daily ticket reviews with engineers and relevant stakeholders.
- Provide regular ticket status updates to customers.
- Prepare and submit service desk performance and customer reports.
- Maintain IT inventory and asset records.
- Maintain configuration documents and IT documentation.
- Track warranties, software licenses and subscriptions.
- Notify stakeholders about upcoming renewals.
- Coordinate with IT vendors and service providers.
- Follow customer and company-defined policies, processes and procedures.
- Support customer satisfaction and continuous process improvement.
- Provide guidance and technical support to Service Desk team members when required.

Required Skills

- Experience in IT Service Desk / Helpdesk operations.
- Good understanding of ITSM processes.
- Knowledge of incident and service request management.




- Strong understanding of SLA monitoring and escalation.
- Experience with ticketing/Helpdesk tools such as ServiceNow, ManageEngine, Jira Service Management, Freshservice, BMC Remedy or similar.
- Good reporting and documentation skills.
- Experience in IT asset/inventory management is preferred.
- Valuable customer communication and coordination skills.
- Ability to work in a 24x7 onsite environment.

Candidate Profile

Candidates with experience in Service Desk coordination, IT Helpdesk, ITSM, ticket management, SLA monitoring, team coordination and IT asset management are preferred.

Work Location: Kochi, Kerala

Work Mode: Onsite

Pay: ₹150,000.00 - ₹250,000.00 per year

Application Question(s)

- How many years of experience do you have in IT Service Desk / Helpdesk operations?
- Do you have experience coordinating or supervising Service Desk / IT Support engineers?
- Do you have hands-on experience with ITSM/Helpdesk ticketing tools such as ServiceNow, ManageEngine, Jira, Freshservice, or BMC Remedy?
- Do you have experience managing and monitoring tickets to ensure SLA compliance?
- Have you prepared Service Desk reports such as ticket volume, SLA compliance, response time, resolution time, or backlog reports?
- Do you have experience maintaining IT asset/inventory records, configuration documents, warranties, licenses, or subscriptions?
- Are you comfortable coordinating with customers, engineers, vendors, and management for ticket updates and escalations?
- Are you willing to work in a 24x7 shift environment?
- Are you an immediate joiner?what is your current salary and expected ctc?

Work Location: In person

📌 Service Desk Coordinator (Kochi)
🏢 Soffit Infrastructure Services (P
📍 Kochi