Support Services Coordinator
P
ProArchIT Services
Hyderabad, Telangana, India. Bengaluru, Karnataka, IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3–5 years
- Required Skills
- ZendeskServiceNow
Requirements
- Bachelor's degree in Information Technology, Business Administration, Operations, or a related field.
- 3–5 years of experience in Support Operations, Service Desk Coordination, Technical Support Administration, or IT Operations.
- Experience working with ticketing and service management platforms (e.g., ServiceNow, Jira Service Management, Zendesk, ConnectWise, Freshservice).
- Strong understanding of SLA management and support workflows.
- Excellent organizational, multitasking, and follow-up skills.
- Strong written and verbal communication abilities.
- Ability to collaborate effectively with cross-functional and technical teams.
- Preferred: Experience in managed services or IT service delivery environments.
- Preferred: Familiarity with ITIL principles and service management best practices.
- Preferred: Experience working in high-volume support environments.
Responsibilities
- Monitor incoming, assigned, and escalated support tickets to ensure timely resolution.
- Coordinate ticket triage activities and ensure appropriate assignment across the organization.
- Monitor SLA thresholds and communicate potential risks to leadership.
- Facilitate collaboration between engineers and support resources to balance workloads.
- Review ticket records for accuracy and compliance with established standards.
- Conduct follow-ups on stalled or aging tickets to ensure progress.
- Provide backup coverage for Help Center phone queues as needed.
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