Service Desk Coordinator

Cybix Technical Services; Dadri; On-site; INR 300,000 - 420,000; Full time

Job summary

Cybix Technical Services in Noida is seeking a Service Desk Coordinator to handle calls from multiple channels and ensure timely closure within SLA. You will coordinate with customers and internal teams, track calls, and manage spare parts inventory for smooth service delivery.

The role demands strong communication, basic hardware knowledge, and proficiency in MS Office. Prior experience in service coordination is advantageous, with graduate qualifications and a detail-oriented approach valued.

Qualifications

• Clear communication and comprehension both verbal and written.
• Basic understanding of computer hardware.
• Proficient in 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 time management.
• Ability to work well in a team environment.

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.

Skills

Clear communication

Hardware basics

MS Office

Data analysis

Administrative paperwork

Customer handling

Time management

Team player

Education

Graduate

Tools

MS Office Suite

Job description

Service Desk Coordinator

By Sahil / February 27, 2026

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 a 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.

Experience: Prior work experience in similar role would be an advantage but not essential.

Minimum academic qualifications: Graduate.

Career progression: Service desk coordinators who perform well have the opportunity to move up the hierarchy to Customer support manager and to Head of Operations.

Job Category: Service Coordinator

Job Type: Full Time

Job Location: Noida

Cybix Technical Services is a trusted IT Infra services provider simplifying and optimising your IT operations. We handle your IT infrastructure so you can focus on your business.

C-25, 2nd Floor, Sector - 58, Noida - 201301

West Zone Office - No.20, 5th Floor, Plot No.D, 5th Road, Shree Krishna Nagar, Marol MIDC Industry Estate, Andheri East, Mumbai -400093