Service Desk Coordinator

2 days ago

Manila, National Capital Region, Philippines Excis Compliance (Thailand) Company Limited Full time

Join a Service desk Coordinator with a presence in 190+ countries, 6,000+ engineers, and 200+ enterprise clients. At Excis, we foster an open, friendly, and 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 us and grow your career

Requirements

Key Responsibilities:

Service Desk Coordination

  • Serve as the main liaison between external customers/partners, internal engineers, and the service desk team.
  • Communicate daily regarding incidents, service requests, and hands-and-eyes support activities.
  • Manage and dispatch site tickets, ensuring all SLA requirements are met.
  • Coordinate purchase order requests, ASO support, and other service needs.
  • Liaise with backfill engineers when primary engineers are on leave.

Service Delivery & Incident Management

  • Ensure timely resolution of technical and operational issues through internal teams or escalation paths.
  • Keep stakeholders informed on progress, updates, and incident resolutions.
  • Monitor ServiceNow to ensure SLA compliance and proper ticket lifecycle management.
  • Assign, track, and follow up on support tickets to guarantee timely closure.
  • Reduce backlog and maintain strong service performance metrics.

Reporting, Documentation & Quality Assurance

  • Generate and analyze service performance reports to identify trends and improvement opportunities.
  • Maintain comprehensive documentation of interactions, incidents, and resolutions.
  • Contribute to knowledge base articles, FAQs, and internal training content.
  • Support internal audits and service delivery reviews.
  • Collaborate with account managers and technical teams to ensure consistent service quality.

Onboarding & Support

  • Assist in onboarding new customers/partners and guide them through service desk processes and ticketing tools.
  • Maintain high customer satisfaction through proactive communication and reliable service coordination.

Qualifications & Skills

Experience & Technical Skills:

  • 2–3 years' experience in service desk, customer support, or service coordination roles.
  • Strong ServiceNow experience, including ticket handling, SLA tracking, and reporting.
  • Familiarity with other IT ticketing tools is a plus.
  • Strong understanding of IT service management principles (ITIL certification advantageous).
  • Knowledge of IT hardware, software, applications, and network fundamentals.

Behavioral & Interpersonal Skills:

  • Excellent communication and interpersonal skills.
  • Highly organized with strong multitasking abilities.
  • Analytical mindset with exceptional attention to detail.
  • Customer-focused with a proactive approach to problem-solving.
  • Able to work independently while collaborating effectively with internal and external teams.
  • Demonstrates accountability, integrity, and adaptability.

Key Performance Metrics:

  • Customer/Partner satisfaction rating
  • SLA compliance rate
  • Ticket response and resolution times
  • Ticket backlog and closure efficiency
  • Quality and accuracy of documentation
Benefits
Why Join Excis?
  • Work as part of a dynamic, hands-on team where technical expertise directly impacts user satisfaction and operational success.
  • Enjoy a supportive environment that encourages professional growth, continuous learning, and collaboration.
  • Access competitive compensation and opportunities to work with modern tools, enterprise technologies, and cloud platforms like Azure and AWS.
  • Clear performance expectations and a defined growth path toward L2 support roles and beyond.
  • Receive comprehensive training and certification support, including CompTIA A+, ITIL foundations, and Microsoft credentials.

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