Service Desk Coordinator

Role Summary:

The role involves attending to Service Desk calls coming from any channel (phone/ email/ online

portal) and tracking calls to closure. Role holder is responsible for understanding the requirement,

assigning technical person, indenting for and tracking spare parts and ensuring closure within

SLA. Analysing call trends and reporting is also responsibility of role holder. Good communication

is an essential requirement as role requires coordinating with customers as well as internal

functions.

Responsibilities:

• Accept calls assigned to Cybix bins.
• Assign engineer and update Customer.
• Connect with Customer, agree on the downtime for repair.
• Get calls re-scheduled if required.
• Co-ordinate with concerned team for spare parts
• End to end tracking of calls till closure.
• Receive call report (CSO) scanned copy from engineers and update in system
• Upload daily open call data, monthly status of all closed calls along with CSO in Cybix database

for future reference.

• Co-ordinate with Logistics manager for return of faulty parts
• Review open calls on daily basis and chase concerned team for early closure.
• Support Customer in responding to any query related to the call.
• Keep Customer updated on the progress during the call life cycle.

Required Skills:

• Good communication and comprehension both verbal and written
• Basic understanding of computer hardware
• Good understanding of MS-office (Word, Excel, Outlook)
• Ability to gather and analyze data and generate reports.
• Ability to prepare routine administrative paperwork.
• Ability to resolve difficult or stressful customer service issues.
• Keen attention to detail and ability to effectively manage time
• Ability to work well in a team environment.