Job Summary The Service Desk Coordinator is responsible for overseeing and coordinating the day-to-day activities of the IT service desk or help desk team. They play a key role in ensuring that customer issues and technical support requests are addressed promptly and efficiently. Main Responsibilities Team Supervision:
• Manage a team of service desk technicians or support staff.
• Provide guidance, coaching, and training to team members.
• Monitor team performance and ensure adherence to service level agreements (SLAs). Ticket Management
• Receive, prioritize, and assign service requests and incidents to appropriate team members.
• Ensure accurate and timely documentation of all tickets.
• Monitor ticket queues to ensure timely resolution and escalation as needed. Customer Support
• Act as the point of contact for customers and end-users seeking technical assistance.
• Respond to customer inquiries and resolve technical issues promptly.
• Maintain a high level of customer satisfaction through effective communication and problem
- solving. Process Improvement
• Identify opportunities to improve service desk processes and workflows.
• Implement best practices to enhance efficiency and customer service.
• Document and update standard operating procedures (SOPs). Technical Knowledge
• Stay up-to-date with IT industry trends and technologies.
• Provide technical guidance and expertise to team members when needed.




• Assist with complex technical issues and escalations. Reporting And Metrics
• Generate reports on service desk performance, including ticket volumes, response times, and resolution rates.
• Analyze data to identify trends and areas for improvement.
• Prepare regular reports for management. Vendor and Asset Management:
• Manage relationships with IT vendors and service providers.
• Assist in procurement and asset management activities as necessary. Security and Compliance:
• Ensure compliance with security policies and procedures.
• Assist in incident response and security-related tasks as required. General

Responsibilities:
• Maintain and update configuration documents.
• Maintain assets and software licenses/subscriptions.
• Vendor coordination and support Qualification
• Graduate or above 0 to 1 years Experience
• ManageEngine service desk application (Optional)
• Proficient in Microsoft Office(Excel, Word) (Optional)
• Familiarity with the ITIL(Information TechnologyInfrastructure Library)framework is a plus (Optional)

Skills:
• Handling any service desk ticketing tool.
• Ticket registration via Phone and email
• Logging and categorization of tickets
• Assign the engineers.
• Prepare and submit monthly reports.
• Maintain SLAs and do timely escalations.
• Proficient in Microsoft Office (Excel, Word)
• Ability to speak and write clearly and accurately in Englis

📌 ServiceDesk Coordinator (Kochi)
🏢 Soffit Infrastructure Services (P
📍 Kochi