Service Desk Coordinator

Communications Test Design; Navi Mumbai; On-site; INR 250,000 - 350,000; Full time

Job summary

Communications Test Design is seeking an IT Service Desk / IT Support Executive in Navi Mumbai. The role requires handling inbound/outbound calls, acting as first contact for users, logging and escalating issues, and ensuring SLA adherence.

You will coordinate with internal teams, vendors, and field staff, and provide basic IT troubleshooting including Outlook configuration. Experience ranges from 6 months to 2 years; freshers with strong communication skills are welcome.

Qualifications

• 6 months to 2 years of IT Service Desk / IT Support experience.
• Freshers with good communication skills can be considered.

Responsibilities

• Handle IT inbound and outbound calls professionally and efficiently.
• Act as the first point of contact for customers, employees, and field engineers.
• Log calls, capture important details, and escalation issues when required.
• Track issues until closure while ensuring SLA compliance.
• Coordinate with internal teams, vendors, and field staff.
• Route technical queries to IT L1/L2 support teams when necessary.
• Monitor call queues and maintain response time and customer satisfaction levels.
• Perform basic IT troubleshooting.
• Assist with Outlook configuration and basic email-related issues.

Skills

IT troubleshooting

Ticketing tools

English proficiency

Local language

Coordination

Shift work

Tools

CRM tools

Job description

Job Title: IT Service Desk / IT Support Executive

Experience: 6 Months to 2 Years

Key Responsibilities:

• Handle IT inbound and outbound calls professionally and efficiently.
• Act as the first point of contact for customers, employees, and field engineers.
• Log calls, capture important details, and escalation issues when required.
• Track issues until closure while ensuring SLA compliance.
• Coordinate with internal teams, vendors, and field staff.
• Route technical queries to IT L1/L2 support teams when necessary.
• Monitor call queues and maintain response time and customer satisfaction levels.
• Perform basic IT troubleshooting.
• Assist with Outlook configuration and basic email-related issues.

Required Skills:

• Excellent verbal communication in English and local language.
• Basic knowledge of IT support and troubleshooting.
• Familiarity with ticketing tools or CRM tools (preferred).
• Strong coordination, follow‑up, and problem‑solving skills.
• Willingness to work in rotational shifts, including nights and weekends.

Eligibility:

• 6 months to 2 years of experience in IT Service Desk / IT Support / Customer Support.
• Freshers with good communication skills can also be considered.