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Date Posted
09-Jul-2026
Location
Delhi (DL), 1
Job Type
Full Time
Company
Huntsman
Description
Job Title: Service Desk Coordinator
Location: Remote
Job Type: Full-time
Pay: ₹30,000 – ₹40,000 per month
Shift & Schedule
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???? Night Shift (9 AM – 5 PM EST / Toronto Time)
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???? Fixed Shift | Monday to Friday
Position Overview
The Service Desk Coordinator serves as the central intake point for all internal service requests, ensuring efficient resolution by managing ticket routing, tracking, and follow-up. This role demands strong organizational skills, clear communication, and a proactive mindset to maintain service level agreements (SLAs) and drive operational efficiency across departments.
Key Responsibilities
????️ Ticket Management
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Log and prioritize incoming service requests through the ticketing system (e.g., Zendesk, Jira, ServiceNow)
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Route tickets to appropriate teams based on request type and urgency
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Monitor and follow up on ticket queues to ensure timely resolution
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Escalate critical issues as needed to ensure prompt attention
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Prevent service delays by tracking pending and overdue requests
???? Process Adherence
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Ensure service requests follow documented workflows and standards
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Maintain and update knowledge base articles for recurring issues
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Apply SLAs based on request categories and priorities
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Work with department leads to streamline ticket handling procedures
???? Reporting & Analytics
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Generate daily and weekly reports on ticket volumes, resolution timelines, and SLA compliance
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Identify and address recurring issues or trends in service requests
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Track departmental response rates and raise alerts for delays
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Support management with performance metrics and operational insights
???? Stakeholder Communication
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Keep requesters informed on ticket status and resolution timelines
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Notify teams of service interruptions or delays
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Serve as the first point of contact for service-related queries
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Maintain clear, professional communication in all interactions
Qualifications
Required
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1–2 years’ experience in service desk, customer support, or administration
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Proficiency in ticketing systems like Zendesk, Jira, ServiceNow, etc.
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Strong command of English (verbal and written)
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Competence in data reporting and basic analytics
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Bachelor's degree (Required)
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Strong organizational skills and ability to multitask in a fast-paced environment
Preferred
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ITIL Foundation Certification or working knowledge of ITIL framework
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Experience in creating dashboards and visual reports
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Familiarity with knowledge base management
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Understanding of basic technical troubleshooting
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2 years of experience using Zendesk (Preferred)
Desired Personal Traits
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Calm and professional customer-service orientation
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High attention to detail and accuracy
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Self-driven and independent work ethic
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Adaptable to changing needs and priorities
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Solution-focused and collaborative mindset
Benefits
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✅ Paid sick time
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✅ Paid time off
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✅ Work from home
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✅ Internet reimbursement
Application Questions
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Do you have access to a distraction-free work environment?
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Do you have reliable internet, a computer, and stable power?
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Are you planning to take on multiple jobs?
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Are you comfortable working 9 AM – 5 PM EST (Toronto Time)?
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