Neha Lekh

In my previous company Avaso Technology Solutions i was responsible for managing and coordinating all incoming IT service requests and incidents. The role involves logging, assigning, and tracking tickets through tools like ServiceNow, ensuring timely resolution within defined SLAs. The coordinator acts as the primary point of contact between clients, service desk teams, and field engineers, providing clear communication and status updates. Key duties include monitoring ticket queues, escalating critical issues, scheduling on-site support, and maintaining accurate records and reports. The position requires strong organizational, multitasking, and communication skills, along with basic technical knowledge of hardware, software, and networking. An understanding of ITIL processes and prior experience in a service desk or customer support environment is preferred. The goal is to ensure efficient service delivery, enhance user satisfaction, and contribute to continuous process improvement across global IT operations.