Service Desk Coordinator

Power Bridge; Bengaluru South; On-site; INR 300,000 - 500,000; Full time

Job summary

Power Bridge in India is seeking a Service Desk Coordinator to manage service requests through Zoho Desk and coordinate ticket schedules with customers and engineers. You will be responsible for maintaining ticket compliance and preparing documentation for reports.

The ideal candidate should hold a bachelor’s degree or equivalent experience and have 1–3 years in service desk coordination. Strong communication and organizational skills are essential for this role.

Qualifications

• 1–3 years of experience in service desk coordination, ticket management, or customer support.
• Experience with Zoho Desk or similar ticketing tools is an advantage.
• Prior experience in IT Service Delivery or Managed Services environment is desirable.

Responsibilities

• Manage the support mailbox, mobile, and Zoho Desk for incoming service requests.
• Log tickets received through mail, calls, or peer communication in Zoho Desk.
• Coordinate ticket schedules with customers through mail, calls, and peer discussions.
• Send initial calendar invites to customers and engineers as per agreed schedules.
• Assign tickets to the appropriate engineers based on region, skillset, complexity, and availability.
• Maintain accurate ticket compliance, including updating status and attaching related files.
• Document agreed Statements of Work (SOW).
• Prepare review sheets and reports for weekly meetings.

Skills

Proficiency in Zoho Desk or other ticketing systems

Strong documentation and record-keeping abilities

Excellent written and verbal communication skills

Coordination and scheduling skills across time zones

Ability to prioritize and assign tickets effectively

Knowledge of service request lifecycle management

Strong attention to detail and process compliance

Ability to work in a fast-paced, customer-centric environment

Education

Bachelor’s degree (preferred) or equivalent work experience

Tools

Zoho Desk

Job description

• Manage the support mailbox, mobile, and Zoho Desk for incoming service requests.
• Validate service eligibility as per Power Bridge guidelines.
• Log tickets received through mail, calls, or peer communication in Zoho Desk.

Coordination & Scheduling

• Coordinate ticket schedules with customers through mail, calls, and peer discussions.
• Send initial calendar invites to customers and engineers as per agreed schedules.
• Assign tickets to the appropriate engineers based on region, skillset, complexity, and availability.
• Ensure commencement of services as per the confirmed schedule.

Ticket Compliance & Updates

• Maintain accurate ticket compliance, including updating status, attaching error snapshots, service reports, or related files.
• Ensure timely and correct status updates in Zoho Desk.

Documentation & Reporting

• Document agreed Statements of Work (SOW).
• Prepare review sheets and reports for weekly meetings.

Required Skillset

• Proficiency in Zoho Desk or other ticketing systems.
• Strong documentation and record‑keeping abilities.
• Excellent written and verbal communication skills for interacting with customers and internal teams.
• Coordination and scheduling skills, including managing calendar invites across time zones.
• Ability to prioritize and assign tickets effectively.
• Knowledge of service request lifecycle management.
• Strong attention to detail and process compliance.
• Ability to work in a fast‑paced, customer‑centric environment.

Qualifications & Experience

• Bachelor’s degree (preferred) or equivalent work experience.
• 1–3 years of experience in service desk coordination, ticket management, or customer support.
• Experience with Zoho Desk or similar ticketing tools is an advantage.
• Prior experience in IT Service Delivery or Managed Services environment is desirable.