Service Desk Coordinator

Gentium Tech International APAC · Tamil nadu, India

Role Description The Service Desk Coordinator is a full-time, on-site role based in Chennai, responsible for overseeing daily service desk operations and ensuring timely resolution of user issues. This role includes coordinating incoming requests, prioritizing tickets, and assigning tasks to support staff to maintain agreed service levels. The Service Desk Coordinator will communicate with end users and internal teams, provide clear updates on incident status, and ensure high-quality customer service at all times. The role also involves maintaining accurate records in the ticketing system, monitoring performance metrics, identifying recurring problems, and supporting continuous improvement initiatives. The individual will collaborate with technical teams, assist with onboarding new users to support processes, and help enforce standard procedures and documentation.

Qualifications

• Strong service coordination skills, including ticket triage, escalation management, and scheduling of support activities.
• Excellent interpersonal skills and communication abilities to interact effectively with users, technical teams, and stakeholders.
• Experience in operations management, focusing on monitoring service desk performance, adherence to SLAs, and process improvement.
• Proven customer service skills, with a user-centered mindset and the ability to handle inquiries and issues professionally.
• Familiarity with IT service management tools and frameworks (e.g., ticketing systems, ITIL principles) is beneficial.
• Ability to work in a fast-paced environment, manage multiple priorities, and maintain attention to detail.
• Strong problem-solving and organizational skills, with the ability to follow and improve documented procedures.
• Relevant diploma or degree in IT, Business, or a related field, or equivalent practical experience in a service desk or coordination role.

About Gentium Tech International:

Gentium Tech International is a growing technology and IT services company providing technical support, field engineering, IT infrastructure, and service management solutions to clients globally. We focus on delivering reliable services, strong customer support, and efficient IT solutions through a collaborative and professional team