Role & responsibilities

- Assign reactive service tickets to appropriate technical resources based on urgency, skills, and service level agreements.

- Schedule and dispatch remote and onsite engineers using the service management platform.

- Monitor ticket queues and ensure timely assignment and progression of service requests.

- Coordinate with other support teams to optimize technical resource utilization.

- Assist with scheduling smaller technical projects when required.

- Provide dispatch coverage for other support groups during staff absences or breaks.

- Monitor tickets from creation through completion and closure.

- Coordinate with clients to schedule or reschedule service requests and gather additional information.

- Communicate with engineers, Team Leads, and Account Managers regarding ticket priorities, critical issues, and scheduling requirements.

- Escalate service requests that cannot be addressed within agreed service levels.

- Ensure timely follow-up on customer communications and pending actions.

- Coordinate ticket triage received through phone, email, and service portals.

- Schedule technical resources for triage and initial assessment.

- Assist with answering incoming calls during periods of high call volume.

- Ensure critical and high-priority issues are promptly communicated to relevant stakeholders.

- Review ticket setup to ensure accurate assignment of department, agreement, work type, and priority.

- Review engineer time entries and ticket notes for accuracy and completeness.

- Conduct quality checks on completed tickets before closure.





- Monitor engineer utilization and identify opportunities to improve productivity.

- Use service dashboards to track unassigned, pending, overdue, and escalated tickets.

- Ensure tickets do not remain unattended or fall through the cracks.

- Report resource utilization and service request completion metrics to the Service Manager.

- Identify opportunities to improve service coordination and operational efficiency.

- Support initiatives that improve client satisfaction and technical resource productivity.

- Complete assigned training on service management processes and tools.

- Ensure all work is accurately documented in the service management platform.

- Manage changing priorities and multiple service requests effectively.

- Perform other service coordination activities as assigned.

Qualifications

- Experience in IT service coordination, service desk operations, dispatch, or a similar role.

- Understanding of IT support ticketing processes and service level agreements.

- Experience scheduling and coordinating technical resources.

- Familiarity with service management platforms such as ConnectWise or similar tools.





- Strong organizational and multitasking skills.

- Excellent verbal and written communication skills.

- Ability to prioritize tasks in a fast-paced environment.

- Strong attention to detail and problem-solving abilities.

- Ability to work collaboratively with technical teams and clients.

- Ability to monitor service queues and dashboards effectively.

- Ability to manage ticket assignment, follow-up, escalation, and closure within defined service levels.

- Strong ability to communicate critical issues and changing priorities to relevant stakeholders.

Preferred candidate profile

- Experience in a managed IT services or IT support workplace.

- Familiarity with ticket dashboards and reporting tools.

- Understanding of engineer utilization, time tracking, and service ticket quality assurance.

- Experience coordinating remote and onsite technical resources.

- Experience monitoring service request completion metrics and resource utilization.

- Exposure to client service management, technical operations, and resource coordination

Core Objectives and Performance Metrics

- Timely assignment of reactive tickets within SLA requirements.

- Effective monitoring of service queues and dashboards.

- Prompt reassignment of tickets based on changing priorities.

- Accurate and timely review of engineer time entries.

- Quality review and closure of completed tickets.

- Improved resource utilization and productivity.

- Timely communication and escalation of critical service requests.

📌 Service Delivery Coordinator (Bengaluru)
🏢 LOTUSVERSE
📍 Bengaluru