Service Desk CoordinatorExcis Compliance ltd • Rabale, MH, in
Service Desk Coordinator
Excis Compliance ltd • Rabale, MH, in
22 hours ago
Job type
- Quick Apply
Job descriptionServe as the primary point of contact between external customers / partners, internal engineering teams, and the service desk. Facilitate daily communication related to incidents, service requests, and hands-and-eyes support activities. Manage dispatch site tickets and ensure adherence to all SLA requirements. Coordinate communications related to purchase order requests, ASO support, and other service needs. Manage backfill arrangements and ensure engineer availability during leave periods. Oversee the efficient and timely resolution of technical and operational issues, escalating when necessary. Provide regular updates to stakeholders on incident progress and resolution status. Monitor ServiceNow to ensure SLA compliance and proper ticket lifecycle management. Assign, track, and follow up on support tickets to ensure timely and accurate closure. Reduce backlog and contribute to maintaining strong service delivery metrics. Prepare and analyse service performance reports to identify trends, gaps, and improvement opportunities. Maintain accurate documentation of all interactions, incidents, and resolutions. Develop and update knowledge base articles, FAQs, and internal training materials. Support internal audits, compliance checks, and service delivery reviews. Work closely with account managers and technical teams to ensure consistent and high-quality service delivery. Support the onboarding of new customers / partners, ensuring a clear understanding of service desk processes and ticketing tools. Deliver proactive communication and reliable coordination to maintain high customer satisfaction. 2–4 years of experience in a service desk, customer support, or service coordination role. Solid hands-on experience with ServiceNow, including ticket management, SLA monitoring, and reporting. Familiarity with other IT ticketing systems is a plus. Strong understanding of IT service management frameworks; ITIL certification is an advantage. Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams. Highly organized, with the ability to manage multiple tasks and priorities simultaneously. Strong analytical skills and exceptional attention to detail. Customer-focused, with a proactive and solution-oriented approach. Customer / Partner satisfaction scores SLA adherence and compliance Ticket response and resolution timelines Ticket backlog reduction and closure rates Accuracy and completeness of documentation 2–4 years of experience in a service desk, customer support, or service coordination role. Solid hands-on experience with ServiceNow, including ticket management, SLA monitoring, and reporting. Familiarity with other IT ticketing systems is a plus. Strong understanding of IT service management frameworks; ITIL certification is an advantage. Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams. Highly organized, with the ability to manage multiple tasks and priorities simultaneously. Strong analytical skills and exceptional attention to detail. Customer-focused, with a proactive and solution-oriented approach. Key Performance Indicators (KPIs) Customer / Partner satisfaction scores SLA adherence and compliance Ticket response and resolution timelines Ticket backlog reduction and closure rates Accuracy and completeness of documentation
Job Description
WE’RE HIRING FOR A SERVICE DESK COORDINATOR IN INDIA!
Excis is a global IT support leader, driven by innovation and collaboration. Join us for a rewarding career in a supportive, family-like environment where you’ll look forward to coming to work every day.
- Client in 190+ countries
- 6000+ Engineers
- 200+ Enterprise Clients
We foster an open, friendly, and supportive growth-oriented culture where individual achievements fuel team success. From solving complex IT challenges to celebrating wins together, we put our people first.
Start your journey with Excis and grow with us!
Key Responsibilities
Service Desk Coordination
Service Delivery & Incident Management
Reporting, Documentation & Quality Assurance
Onboarding & Customer Support
Requirements
Ideal Candidate Profile
Key Performance Indicators (KPIs)
Benefits
Why Join Us?
At Excis, your work matters. You’ll be part of a dynamic, hands-on team where your technical expertise directly enhances user satisfaction and operational success. We offer a supportive environment that encourages professional growth, continuous learning, and collaboration across diverse technologies. Enjoy competitive compensation and the chance to contribute to a global IT leader that values innovation and excellence.
Ready to make a difference and grow your career?
Apply now to join Excis in INDIA and be at the forefront of IT support excellence!
Requirements
Ideal Candidate Profile
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Service Coordinator • Rabale, MH, in
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Service Desk Coordinator
Excis Compliance ltd • Rabale, MH, in
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