IT Support\Service Desk Coordinator”

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Brainhunter is currently seeking 'IT Support\Service Desk Coordinator' to work for our esteemed Client

Job Summary:

We are seeking a proactive and experienced IT Support & Service Desk Coordinator to manage escalated IT issues and act as the key liaison between the on-site users and the offshore service desk team. This role combines hands-on technical support (Email & Voice) with service coordination responsibilities and is critical in maintaining high service levels and a seamless support experience for end-users.

The ideal candidate should have strong communication skills in English, solid technical knowledge at L2/L3 level, and proven experience in working with North American based enterprise level clients.

Key Responsibilities:

• Serve as the on-site main point of contact for technical issues and co-ordinate with the client and the IT support team
• Coordinate with offshore L1/L2 teams to ensure timely and efficient resolution of incidents and service requests.
• Monitor ticket queues, track SLA performance, and follow up on unresolved or aging tickets.
• Perform advanced troubleshooting on hardware, software, and network issues affecting end-user systems.
• Collaborate with internal infrastructure, security, and application support teams for issue resolution and improvements.
• Facilitate smooth onboarding/offboarding activities (user setup, access rights, asset issuance and retrieval).
• Maintain IT asset records and assist with audits and compliance documentation.
• Create and maintain knowledge base articles, standard operating procedures (SOPs), and internal support documentation.
• Identify recurring issues and suggest proactive measures or automation opportunities to reduce incidents.

Required Qualifications:

• Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience).
• 5-7 years of experience in IT Service Desk, including at least 2-3 years in an L2/L3 or coordination role.
• Strong communication skills with the ability to engage professionally with North American clients across various regions and interact effectively with users at all levels
• Hands on experience in voice support.
• Demonstrated experience in working with offshore or remote service desk teams.
• Experience with ITSM tools such as ServiceNow, JIRA Service Management or SolarWinds.
• Familiarity with ITIL framework and best practices; ITIL Foundation certification preferred.

How to Apply: Please email your resume to Reema Kaur at ***

We thank all applicants for their interest, however only those candidates selected for Interviews will be contacted.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

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