Key Responsibilities
- Service Request Handling
- Manage the support mailbox, mobile, and Zoho Desk for incoming service requests.
- Validate service eligibility as per Power Bridge guidelines.
- Log tickets received through mail, calls, or peer communication in Zoho Desk.
Coordination & Scheduling
- Coordinate ticket schedules with customers through mail, calls, and peer discussions.
- Send initial calendar invites to customers and engineers as per agreed schedules.
- Assign tickets to the appropriate engineers based on region, skillset, complexity, and availability.
- Ensure commencement of services as per the confirmed schedule.
Ticket Compliance & Updates
- Maintain accurate ticket compliance, including updating status, attaching error snapshots, service reports, or related files.
- Ensure timely and correct status updates in Zoho Desk.
Documentation & Reporting
- Document agreed Statements of Work (SOW).
- Prepare review sheets and reports for weekly meetings.
Required Skillset
- Proficiency in Zoho Desk or other ticketing systems.
- Strong documentation and record-keeping abilities.
- Excellent written and verbal communication skills for interacting with customers and internal teams.
- Coordination and scheduling skills, including managing calendar invites across time zones.
- Ability to prioritize and assign tickets effectively.
- Knowledge of service request lifecycle management.
- Strong attention to detail and process compliance.
- Ability to work in a fast-paced, customer-centric environment.
Qualifications & Experience
- Bachelor's degree (preferred) or equivalent work experience.
- 1–3 years of experience in service desk coordination, ticket management, or customer support.
- Experience with Zoho Desk or similar ticketing tools is an advantage.
- Prior experience in IT Service Delivery or Managed Services environment is desirable.
