Service Desk Coordinator

What You'll Do

• Monitor and manage the support mailbox, helpline mobile, and Zoho Desk ticketing system to ensure no customer request is missed.
  

• Log incoming service requests accurately, classify them by priority and category, and assign ownership.
  

• Schedule field and remote engineers based on ticket priority, customer location, and engineer availability.
  

• Coordinate customer appointments and communicate confirmations, reschedules, and ETAs proactively.
  

• Track ticket lifecycle from creation to resolution and closure, ensuring SLA compliance at every stage.
  

• Maintain accurate documentation for every ticket, including issue notes, resolution steps, and customer sign-offs.
  

• Prepare daily, weekly, and monthly service desk reports and review sheets for internal and customer reviews.
  

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