Support / NOC / Service Desk
Rotation: Yes - work is in rotational shift
Job Summary:
The Service Desk Coordinator is responsible for monitoring the support ticket queue,
ensuring tickets are promptly assigned to the appropriate teams or personnel, and tracking
resolution progress to ensure SLAs are met. This role acts as a central point of coordination
for day-to-day ticket flow and escalations, ensuring smooth operations and high customer
satisfaction.
Key Responsibilities:
- Monitor incoming support tickets, chats and calls in real-time across all support channels.
- Assign tickets to appropriate teams or personnel based on priority, category, and expertise.
- Track ticket progress and follow up with teams to ensure timely resolution within SLA.
- Escalate issues proactively when delays or bottlenecks are identified.
- Communicate with customers regarding ticket updates, when needed.
- Maintain ticket hygiene (correct categorization, tags, status, and timely closure).
- Prepare and share daily/weekly reports on ticket volumes, SLA compliance, and pending issues.
- Coordinate handoffs during shift changes.
- Assist in updating documentation and processes for better ticket flow.
Requirements:
- Proven experience in a support/helpdesk/NOC environment.
- Strong understanding of ticketing systems (e.g Hostbill, WHMCS, Zendesk etc.).
- Excellent coordination and communication skills.
- Good understanding of IT / Cloud infrastructure and support categories.
- Highly organized with an eye for detail and follow-through.
- Willing to work in shifts, including nights/weekends (if applicable).
- Preferred Qualifications:
- Bachelor's or Master's in IT/Computer Science
- Experience in hosting, cloud, or managed services industry.
- Knowledge of SLAs and escalation matrices.