Service Desk Coordinator

Job Description

Summary:

We are seeking a well-rounded candidate who is professional, extremely well organized and has excellent customer service skills.

The Service Desk Coordinator manages help desk professionals in their day-to-day activities of customer support and helps to create work schedules as well as keep the help desk tickets moving along to completion. The Service desk coordinator needs a wide variety of skills. Some technical, managerial, and some soft skills to be able to bridge the gap between our customers who need help and our techs who provide help. Strong communication skills to communicate complex technical information towards a non-technical audience. Must be a quick thinker and be able to multitask, as well as thrive in a fast-paced environment.

Essential Duties and Responsibilities:

• Calendar Management and Scheduling
• Answer, evaluate and prioritize service requests
• Initial discovery on a problem to align the tech being assigned the best/fastest outcome
• Some basic troubleshooting
• Watch for ticket trends to determine possible system wide issues
• Help with new client onboarding
• Assist with maintaining and managing schedule changes
• Serve as liaison between the customer and the tech/engineer
• Some Project Management
• Basic System Administration
• Planning, organizing and communicating scheduled outages
• Create KB articles to help the service team deal with re-occurring requests
• Maintain and manage asset inventory of equipment
• Delegating tasks to appropriate team members