Support Service Coordinator

Key Roles & Responsibilities:

1. Call Management & Ticket Handling

• Monitor IT Call Board / Helpdesk system for new incidents and service requests.
• Log, categorize, and prioritize tickets as per severity and impact.
• Assign tickets to appropriate engineers/teams based on skillset and availability.
• Ensure all tickets are acknowledged within defined SLA timelines.

2. SLA Monitoring & Compliance

• Track open tickets and ensure resolution within agreed SLAs.
• Follow up with engineers for timely updates and closures.
• Escalate critical or overdue tickets to higher management when required.
• Maintain SLA compliance reports and dashboards.

3. Coordination & Communication

• Act as the central point of contact between users, engineers, and management.
• Provide regular status updates to stakeholders on open/critical tickets.
• Coordinate with multiple teams for major incidents and service restoration.
• Ensure proper communication flow during escalations.

4. Documentation & Reporting

• Maintain accurate records of ticket status, resolution notes, and follow-up actions.
• Prepare daily/weekly/monthly reports on ticket volume, SLA adherence, and performance metrics.
• Maintain call logs and support documentation for audit purposes.

5. Incident & Escalation Management

• Identify recurring issues and highlight trends to the management team.
• Ensure proper escalation matrix is followed.
• Support Major Incident Management process when required.

6. Vendor & Client Coordination (If Applicable)

• Coordinate with external vendors for third-party support issues.
• Track vendor SLA compliance.
• Maintain professional communication with clients regarding issue status.

7. Process Improvement

• Suggest improvements in ticket handling and workflow processes.
• Ensure adherence to ITIL-based service management practices (if applicable).
• Support internal audits and compliance activities.