Service Desk Coordinator

Job Summary

The Service Desk Coordinator serves as the first point of contact for our clients' IT support needs. This role is responsible for answering incoming support calls, creating detailed tickets in our system, monitoring the service board for incoming tickets, normalizing tickets to appropriate categories and priorities, and routing them to the appropriate technical teams for resolution.

Key Responsibilities

• Answer incoming client support calls in a professional, courteous manner
• Create detailed tickets documenting client issues, including relevant technical information
• Monitor the service board for tickets submitted through other channels (email, portal, etc.)

Normalize all incoming tickets by:

o Verifying and adjusting ticket categories to ensure proper classification

o Setting appropriate priority levels based on impact and urgency

o Ensuring complete information is captured in each ticket

• Classify and categorize tickets according to established guidelines
• Prioritize tickets based on severity and client SLAs (Service Level Agreements)
• Route tickets to appropriate specialized teams (networking, security, cloud services, etc.)
• Monitor ticket queue for proper assignment
• Update tickets with relevant notes and status changes
• Communicate effectively with clients regarding ticket status and expected response times
• Maintain knowledge of department specializations to ensure accurate routing
• Follow up on open tickets to ensure timely resolution

Qualifications

• High school diploma or equivalent; associate's degree in IT or related field preferred
• 1+ years of customer service experience, preferably in an IT environment
• Basic understanding of computer systems and common IT terminology
• Excellent verbal and written communication skills
• Strong organizational abilities and attention to detail
• Ability to remain calm and professional under pressure
• Experience with ticketing systems a plus

Skills & Attributes

• Customer-focused attitude with excellent service orientation
• Strong analytical skills to properly classify and prioritize incoming issues
• Ability to translate technical jargon into clear explanations for clients
• Excellent multitasking skills in a fast-paced environment
• Team player mentality with willingness to collaborate
• Commitment to learning about IT systems and service categories