IT Service Desk Coordinator

Company Industry: 

Information Technology & Services


Company Size: 

11-50 employees

Job Level: MUST have IT experience

Wage: $17 - $ 25 per hour – Depending on experience


Job description

This role will support the service team in a variety of ways. It is an important role that requires attention to detail and professional customer service. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. This position is responsible for the overall process of the service desk role and its delivery to the client.


The ideal candidate will possess the following skills and qualifications:

  • Must have experience in a fast paced, high-volume, call center environment

  • Heavy scheduling and management of human resources

  • Superior interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

  • Experience with ConnectWise, CRM or similar tool IT management tools for time tracking and client communications

  • Must be able to multi-task and navigate quickly through screens in computer systems

  • Excellent verbal and written communication skills

  • Typing skills to ensure quick and accurate entry of service request details

  • Microsoft Word/Excel/Outlook proficient

  • Foundational knowledge of computer and operating systems (A+, Network+, Security+)

  • Extremely detail-oriented and organized

  • Understand how to prioritize

  • Ability to project professional image and strong Customer Service skills


Responsibilities:

  • Answer service/technical mainline for the inbound help desk

  • Act as the single point of contact to the customer for all types of service requests and as the bridge between the client and our service team

  • Pre-process service requests as they arrive through email, client portal entry, or phone

  • Prepare for service calls by focusing on the needs and opportunities at the customer level

  • Schedule to the appropriate service board for internal and field technical resources on the company dispatch portal

  • Monitor tickets assigned to techs across different boards

  • Ensure tickets are being followed through throughout the day and reporting on the technical team's performance

  • Advise Service Manager of issues regarding tickets, and if service delivery is not meeting expectations

  • Ensure services are delivered within SLA and follow up on breached SLA's

  • Consistently be aware by participating and identifying service improvement activities for the team

  • Proactively call our clients to inquire about service delivery satisfaction

  • Look out for the client's long-term interests by preparing reporting that summarizes trends and needs.

  • Bring ideas and opportunities forward to help grow new business opportunities

  • Cooperate and interfaces with team members and all parts of the organization to accomplish goals

  • Report to management on Service Delivery metrics on a daily, weekly and monthly basis


Required Languages:

  • Fluent in English, both spoken and written

  • If you are also fluent in French, spoken and written we consider it a bonus!