JOB SUMMARY
The Service Desk Coordinator plays a key role in managing the day-to-day operations of the IT Service Desk. This individual acts as the first point of contact for technical support issues, ensuring efficient ticket handling, prioritization, and resolution. The ideal candidate has strong communication skills, excellent organizational abilities, and a solid understanding of IT service management practices.
KEY RESPONSIBILITIES:
Coordinate daily activities of the service desk to ensure timely and effective support delivery.
Monitor and manage the IT ticketing system (e.g., ServiceNow, Jira, Zendesk), ensuring all tickets are logged, categorized, prioritized, and escalated as appropriate.
Assign incidents and service requests to appropriate technicians and track resolution progress.
Maintain communication with end-users regarding ticket status, estimated resolution time, and follow-up.
Ensure adherence to service level agreements (SLAs) and performance metrics.
Generate regular reports on service desk performance, ticket trends, and areas for improvement.
Assist in documenting processes, FAQs, and knowledge base articles.
Coordinate with other IT teams (network, infrastructure, applications) to resolve complex or escalated issues.
Support onboarding/offboarding IT procedures for employees (e.g., account creation, hardware setup).
Participate in process improvement initiatives to enhance service delivery and customer satisfaction.
QUALIFICATIONS:
Education: Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
Experience: 3+ years of experience in a help desk, technical support, or service desk environment.
Certifications: ITIL Foundation certification preferred.
Skills:
Strong understanding of IT service management (ITSM) frameworks.
Proficiency with ticketing and remote support tools.
Excellent verbal and written communication skills.
Ability to prioritize tasks and manage time effectively.
Problem-solving and analytical thinking capabilities.
Strong customer service orientation.
May require occasional after-hours work for system updates or emergency support.
Vertical
Technology
Duncan & Ross
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