Fresher

AVASO Technology Solutions Ltd; Mohali; On-site; INR 320,000 - 450,000; Full time

Job summary

AVASO Technology Solutions Ltd in Mohali seeks an L1 – Service Desk Coordinator to log, validate and assign tickets, ensuring timely communication with customers and adherence to SLAs. You will coordinate with field technicians, update the ITSM system, and escalate issues as needed.

Freshers are welcome; a Diploma or Bachelor's degree is required, with ITIL knowledge considered an advantage.

Qualifications

• Diploma in Engineering or Bachelor's degree in any discipline.
• ITIL Foundation (good to have).
• Freshers with relevant technical or service orientation may be considered.

Responsibilities

• Log and categorize incoming service requests and incidents.
• Assign tickets to field technicians and track progress.
• Coordinate with internal teams for approvals and scheduling.
• Communicate visit details to customers and update tickets in ITSM.
• Escalate delays or risks to maintain SLA compliance.
• Close tickets with documentation and verify resolution.

Skills

SLA Awareness

Customer Support

Troubleshooting

Education

Diploma or Bachelor's degree

Tools

ITSM Tools

Ticketing Systems

ITIL Knowledge

Job description

The L1 – Service Desk Coordinator is responsible for managing incoming service requests and incidents by logging, validating, coordinating, and tracking tickets through their lifecycle. The role ensures timely assignment to field technicians, accurate communication with customers, adherence to defined processes, and proper system updates to support SLA compliance and customer satisfaction.

Key Responsibilities

• Receive, validate, and log customer service requests and incidents through emails and ticketing portals, ensuring accurate categorization and acknowledgment.
• Assign service tickets to appropriate field technicians using the Field Force Application (FFA) and ensure timely acceptance.
• Coordinate with internal stakeholders to obtain travel and operational approvals as required.
• Communicate technician details and confirmed visit schedules to customers in a timely and professional manner.
• Monitor technician travel status and on-site progress, sending proactive reminders 24 hours and 2 hours prior to scheduled visits.
• Maintain real-time updates in the ticketing system using predefined templates throughout the service lifecycle.
• Escalate non-responsiveness, delays, or deviations to Field Services or relevant teams for prompt resolution.
• Validate visit completion details, site visit reports, and task documentation received from technicians.
• Close service tickets accurately in the ticketing system after confirming completion and documentation compliance.
• Verify service timestamps in the FFA tool and assess eligibility for invoicing as per defined guidelines.

Required Skills

Functional Skills

• SLA Awareness & Process Adherence
• Customer Communication & Support
• Basic Hardware & Software Troubleshooting Understanding

Behavioural Skills

• Strong coordination and follow-up skills
• Clear written and verbal communication
• Customer-focused mindset
• Ability to work in a fast-paced, shift-based environment
• Attention to detail and accuracy

Tools / Systems / Technical Knowledge

• IT Service Management (ITSM) tools (ServiceNow or similar)
• Ticketing and workflow management systems
• Knowledge of ITIL-based service delivery frameworks

Decision-Making Authority

• Allocate workload and shifts within the team to meet operational requirements
• Approve operational actions for incident resolution and escalations
• Recommend process improvements and service enhancement initiatives
• Identify and **escalate** risks impacting SLAs or customer satisfaction

Problem-Solving Complexity

• Handles moderate to complex operational issues involving multiple stakeholders
• Requires analysis of ambiguous situations and implementation of structured solutions
• Expected to proactively prevent repeat incidents through root cause analysis

Stakeholder Management / Influence

• Internal Stakeholders: Field Technicians, Field Services Team, Global Service Centre Teams, Internal Approvers
• External Stakeholders: Customers

Education & Certification Requirements

Mandatory:

• Diploma in Engineering or Bachelor’s Degree in any discipline

Preferred:

• Technical degree or certification
• ITIL Foundation (good to have)

Experience Requirements

• 0–6 months of experience in Service Desk, Help Desk, or Customer Support roles
• Exposure to ticketing tools, customer handling, or field engineer coordination preferred
• Freshers with relevant technical or service orientation may be considered