Service Desk Coordinator

Overview

The Service Desk Coordinator is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource.

• Act as the single point of contact to the customer for all types of service requests.
• Coordination of all support groups to ensure maximum utilization of billable resources.
• Pre-process service requests as they arrive through email, manual entry, or direct customer input.
• Schedule internal and field resources.
• Monitor resource schedules to ensure prompt time entry on service requests.
• Communicate with all parties in a constructive manner to guarantee customer expectations are met.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
• Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary.
• Understand overall service desk objectives, as well as the role and function of each team member.
• Provide accurate reports and metrics to company management on the status and budgets of on-going projects and agreements.
• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Ability to work in a team and communicate effectively.
• Improve usage and increase productivity of support resources.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Report the utilization of Support resources and successful completion of service requests to the Service Desk Manager.
• Responsible for entering time and expenses as they occur.
• Understand processes by completing assigned training materials.
• Enter all work as service tickets.

• Basic computer and operating system knowledge.
• Interpersonal skills: telephony, communication, active listening, and customer care.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Ability to type a minimum of 50 wpm to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast moving environment.

• A.A. Business Administration or a related field.
• 1-2 years of IT or customer service experience.

• Competitive salary based on experience and qualifications.
• Health benefits included.
• Paid Vacation.
• Performance based incentives.
• Full on the job training & support.
• Fun working environment and culture.