Date Posted
06-Apr-2025
Location
Delhi (DL), 1
Job Type
Full Time
Company
Huntsman
Description
Job Title:
Service Desk Coordinator
???? Job Type: Full-time
???? Shift: Night Shift (Fixed)
???? Schedule: Monday to Friday
???? Location: Remote (Work from Home)
???? Pay: ₹30,000 – ₹40,000 per month
Position Overview
The Service Desk Coordinator will be the central point of intake for all internal service requests, ensuring proper routing, monitoring, and resolution while maintaining a high standard of communication and process adherence. This role is essential for maintaining SLAs and operational efficiency across departments.
Key Responsibilities
???? Ticket Management
-
Receive, log, and prioritize all incoming service requests via the ticketing system
-
Route tickets based on request type and urgency to relevant departments
-
Monitor ticket queues and follow up on outstanding or overdue tickets
-
Escalate critical issues and ensure timely resolutions
???? Process Adherence
-
Ensure workflows are followed for all ticket entries and updates
-
Maintain and create knowledge base articles
-
Apply correct SLA classifications to different types of requests
-
Continuously seek ways to improve the service desk process
???? Reporting & Analytics
-
Prepare daily/weekly reports on ticket volumes, resolution times, and SLA performance
-
Identify recurring issues and propose preventive measures
-
Document incidents, disruptions, and resolution outcomes
-
Monitor departmental responsiveness and escalate risks
???? Stakeholder Communication
-
Provide timely updates to requesters on ticket progress
-
Communicate delays or interruptions across relevant teams
-
Collaborate on complex issues with other departments
-
Act as the first point of contact for service-related queries
Qualifications
✅ Education:
-
Bachelor’s Degree (Required)
-
High school diploma minimum; Associate’s or higher preferred
✅ Experience:
-
1–2 years in a Service Desk, Customer Support, or Administrative role
-
Strong organizational and communication skills
-
Familiarity with Zendesk, Jira Service Desk, ServiceNow, or similar
-
Proficiency in reporting and basic data analysis
-
Background in process improvement or service environment (preferred)
Desired Skills
-
ITIL Foundation certification or ITIL framework knowledge (preferred)
-
Experience in dashboard/report generation
-
Knowledge base management
-
Basic technical troubleshooting skills
-
Prior experience in a fast-paced team environment
Personal Qualities
-
Detail-oriented and organized
-
Customer-focused with a calm, professional demeanor
-
Self-motivated and independent worker
-
Flexible and adaptable to shifting priorities
-
Solution-oriented and proactive
Compensation & Benefits
???? Pay: ₹30,000 – ₹40,000 per month
???? Benefits:
-
Internet reimbursement
-
Paid sick leave
-
Paid time off
-
Work from home
Schedule & Work Requirements
-
Fixed Night Shift
-
Monday to Friday
-
Working Hours: 9 AM – 5 PM EST (Toronto Time)
Application Questions
-
Do you have access to a distraction-free work environment?
-
Do you have a reliable internet connection, computer, and power supply?
-
Are you planning to take on multiple jobs?
-
Are you comfortable working EST hours?
Language Requirement
-
English: Proficient (Required)
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