SERVICE DESK COORDINATOR

JOB SUMMARY

The Service Desk Coordinator plays a key role in managing the daytoday 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 endusers regarding ticket status estimated resolution time and followup.
• 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 Bachelors 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.
• Problemsolving and analytical thinking capabilities.
• Strong customer service orientation.
• May require occasional afterhours work for system updates or emergency support.

Vertical

Technology