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Service Desk Coordinator
By Sahil / February 27, 2026
Role Summary
The role involves attending to Service Desk calls coming from any channel (phone/ email/ online portal) and tracking calls to closure. Role holder is responsible for understanding the requirement, assigning technical person, indenting for and tracking spare parts and ensuring closure within SLA. Analysing call trends and reporting is also responsibility of role holder. Good communication is an essential requirement as role requires coordinating with customers as well as internal functions.
Responsibilities
- Accept calls assigned to Cybix bins.
- Assign engineer and update Customer.
- Connect with Customer, agree on the downtime for repair.
- Get calls re-scheduled if required.
- Co-ordinate with concerned team for spare parts
- End to end tracking of calls till closure.
- Receive call report (CSO) scanned copy from engineers and update in system
- Upload daily open call data, monthly status of all closed calls along with CSO in Cybix database for future reference.
- Co-ordinate with Logistics manager for return of faulty parts
- Review open calls on daily basis and chase concerned team for early closure.
- Support Customer in responding to any query related to the call.
- Keep Customer updated on the progress during the call life cycle.
Required Skills
- Good communication and comprehension both verbal and written
- Basic understanding of computer hardware
- Good understanding of MS-office (Word, Excel, Outlook)
- Ability to gather and analyze data and generate reports.
- Ability to prepare routine administrative paperwork.
- Ability to resolve difficult or stressful customer service issues.
- Keen attention to detail and ability to effectively manage time
- Ability to work well in a team environment.
Experience: Prior work experience in similar role would be an advantage but not essential
Minimum academic qualifications: Graduate.
Career progression: Service desk coordinators who perform well have the opportunity to move up the hierarchy to Customer support manager and to Head of Operations
Job Category: Service Coordinator
Job Type: Full Time
Job Location: Noida
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