Technical Service Coordinator

Infrassist Technologies; Ahmedabad District; On-site; INR 450,000 - 650,000; Full time

Job summary

Infrassist Technologies seeks a Technical Project Coordinator to oversee IT incidents and service requests within the IT Operations department. You will receive, categorize, prioritize, and assign tickets to the right system administrators to ensure timely resolution.

The role emphasizes SLA compliance, coordination between users and IT teams, and generating routine operation reports. Experience with ITSM tools and willingness to work in a 24/7 or shift-based environment are valued.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field preferred.
• 1-3 years in IT support, helpdesk, or IT operations preferred.
• Familiarity with ITSM tools and incident management workflows.
• Willingness to work in 24/7 or shift-based environments.

Responsibilities

• Receive, categorize, prioritize IT incidents and service requests.
• Log, assign, and track tickets to appropriate admins or teams.
• Monitor SLA compliance and ensure timely resolutions.
• Provide status updates to stakeholders and coordinate on-call schedules.
• Maintain accurate ticket documentation and generate reports.
• Identify recurring issues for root cause analysis.

Skills

IT infrastructure basics

ITSM tools

Organizational skills

Communication and coordination

Shift-based work capability

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Jira

Zendesk

Job description

Job Technical Project Coordinator

Department: IT Operations

Reports To: IT Operations Manager / Infrastructure Manager

Job Summary

The Project Coordinator is responsible for receiving, categorizing, prioritizing, and assigning IT incidents and service requests to the appropriate System Administrators or technical teams. This role ensures timely resolution of issues, SLA compliance, and smooth coordination within the IT operations environment.

1 Incident Ticket Management

• Monitor IT service desk tools (e.g., ServiceNow, Jira, Zendesk)
• Log, categorize, and prioritize incidents and service requests
• Assign tickets to appropriate System Administrators or support teams
• Escalate critical or high-priority incidents as required

2 Coordination Communication

• Act as a communication bridge between users and IT teams
• Follow up on pending tickets to ensure timely resolution
• Provide status updates to stakeholders
• Coordinate on-call schedules and field assignments (if applicable)

3 SLA Performance Monitoring

• Track Service Level Agreement (SLA) compliance
• Ensure tickets are addressed within defined timelines
• Generate reports on ticket trends and team performance

4 Documentation Reporting

• Maintain accurate ticket documentation
• Prepare daily/weekly operational reports
• Identify recurring issues and elevate for root cause analysis

Required Skills

• Basic understanding of IT infrastructure (Windows/Linux servers, networking concepts)
• Familiarity with ITSM tools
• Strong organizational and multitasking skills
• Good communication and coordination abilities
• Ability to work in 24/7 or shift-based environments

Qualifications

• Bachelor s degree in IT, Computer Science, or related field (preferred)
• 1-3 years of experience in IT support, helpdesk, or IT operations (preferred)

Preferred Knowledge

• Basic knowledge of Windows Server and Linux
• Understanding of incident management frameworks like ITIL
• Exposure to monitoring tools and ticket escalation processes