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. Collaborate with technology leads, account managers, and OEM support teams to resolve escalations. Requirements Must-Have 2+ years of hands-on experience in a service desk, help desk, or IT support coordination role. ...