Service Coordinator – IT Infrastructure

Job Description:

Job Summary:

The Service Coordinator is responsible for managing and coordinating service activities related to IT infrastructure support. The role ensures timely execution of service requests, efficient resource allocation, and high customer satisfaction through proper communication and follow-ups.

Key Responsibilities:

• Coordinate and schedule field engineers for installation, maintenance, and support activities.
• Act as the primary point of contact between customers, vendors, and internal technical teams.
• Manage service tickets, assign tasks, and track resolution within defined SLAs/TAT.
• Monitor and ensure timely closure of service calls and escalations.
• Maintain records of service requests, AMC contracts, warranties, and support logs.
• Follow up with customers for feedback and ensure service quality standards are met.
• Coordinate with OEMs/vendors for spare parts, replacements, and technical support.
• Prepare daily/weekly/monthly service reports and dashboards.
• Ensure proper documentation of installation reports, call reports, and compliance records.
• Handle escalation management and provide timely updates to stakeholders.

Desired Profile / Criteria / Skills :

Required Skills & Competencies:

• Strong coordination and multitasking abilities
• Good understanding of IT infrastructure (Desktops, Servers, Networking, Printers, etc.)
• Excellent communication and interpersonal skills
• Ability to manage multiple service requests simultaneously
• Proficiency in MS Office (Excel, Word, Outlook)
• Knowledge of ticketing tools/CRM systems is preferred
• Problem-solving and customer handling skills

Key Performance Indicators (KPIs):

• SLA adherence and TAT compliance
• Customer satisfaction score (CSAT)
• Call closure rate and turnaround time
• Accuracy of documentation and reporting
• Escalation handling efficiency