Job Description – Call Coordinator

Company: CMS IT Services Pvt. Ltd.

Job Summary

We are looking for a Call Coordinator to manage service requests, coordinate with technical support teams, and ensure timely resolution of customer issues in accordance with defined SLAs.

Key Responsibilities

- Receive, log, and track customer calls, service requests, and complaints in the ticketing system.
- Coordinate with Desktop Support, Network Support, and other technical teams for issue resolution.
- Follow up on open tickets and ensure timely closure within agreed SLAs.
- Escalate pending and critical issues to the concerned teams or reporting manager.
- Maintain accurate records of calls, tickets, updates, and resolutions.
- Communicate ticket status and resolution updates to customers and stakeholders.




- Monitor pending tickets and prepare daily or weekly MIS reports.
- Coordinate with field engineers and support teams for onsite issue resolution, wherever required.
- Ensure proper documentation and adherence to company processes.

Required Skills and Qualifications

- Graduate in any discipline.
- Basic understanding of IT infrastructure, including Desktop, Laptop, Printer, and Network support.
- Good coordination skills.
- Basic knowledge of MS Excel, Outlook, and ticketing tools.

Work Location: Ghansoli

Employment Type: Full time

Pay: ₹250,000.00 - ₹300,000.00 per year

Benefits:

- Health insurance
- Life insurance
- Provident Fund

Work Location: In person

📌 Call Coordinator (Ghansoli)
🏢 Cms IT Services
📍 Ghansoli