WE’RE HIRING FOR A SERVICE DESK COORDINATOR IN THE PHILIPPINES!
Excis is a global IT support leader, driven by innovation and collaboration. Join us for a rewarding career in a supportive, family-like environment where you’ll look forward to coming to work every day.
Client in 190+ countries
6000+ Engineers
200+ Enterprise Clients
We foster an open, friendly, and supportive growth-oriented culture where individual achievements fuel team success. From solving complex IT challenges to celebrating wins together, we put our people first.
Start your journey with Excis and grow with us!
KEY RESPONSIBILITIES
Service Desk Coordination
• Serve as the primary point of contact between external customers/partners, internal engineering teams, and the service desk.
• Facilitate daily communication related to incidents, service requests, and hands-and-eyes support activities.
• Manage dispatch site tickets and ensure adherence to all SLA requirements.
• Coordinate communications related to purchase order requests, ASO support, and other service needs.
• Manage backfill arrangements and ensure engineer availability during leave periods.
Service Delivery & Incident Management
• Oversee the efficient and timely resolution of technical and operational issues, escalating when necessary.
• Provide regular updates to stakeholders on incident progress and resolution status.
• Monitor ServiceNow to ensure SLA compliance and proper ticket lifecycle management.
• Assign, track, and follow up on support tickets to ensure timely and accurate closure.
• Reduce backlog and contribute to maintaining strong service delivery metrics.
Reporting, Documentation & Quality Assurance
• Prepare and analyse service performance reports to identify trends, gaps, and improvement opportunities.
• Maintain accurate documentation of all interactions, incidents, and resolutions.
• Develop and update knowledge base articles, FAQs, and internal training materials.
• Support internal audits, compliance checks, and service delivery reviews.
• Work closely with account managers and technical teams to ensure consistent and high-quality service delivery.
Onboarding & Customer Support
• Support the onboarding of new customers/partners, ensuring a clear understanding of service desk processes and ticketing tools.
• Deliver proactive communication and reliable coordination to maintain high customer satisfaction.
Requirements
Ideal Candidate Profile
• 2–4 years of experience in a service desk, customer support, or service coordination role.
• Solid hands-on experience with ServiceNow, including ticket management, SLA monitoring, and reporting.
• Familiarity with other IT ticketing systems is a plus.
• Strong understanding of IT service management frameworks; ITIL certification is an advantage.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Highly organized, with the ability to manage multiple tasks and priorities simultaneously.
• Strong analytical skills and exceptional attention to detail.
• Customer-focused, with a proactive and solution-oriented approach.
Key Performance Indicators (KPIs)
• Customer/Partner satisfaction scores
• SLA adherence and compliance
• Ticket response and resolution timelines
• Ticket backlog reduction and closure rates
• Accuracy and completeness of documentation
