Service Desk Coordinator
1 month ago
Eden Scott is seeking a highly skilled Service Desk Coordinator to join our team. As a key member of our IT department, you will be responsible for providing exceptional customer service and technical support to our clients.
Key Responsibilities:
- Client Interaction & Triage: Act as the primary point of contact for clients reaching out to the service desk via phone, email, or ticketing system.
- Triage and Categorize Service Desk Tickets: Ensure appropriate prioritization and delegation to the relevant teams.
- Provide Timely and Professional Responses: Respond to client inquiries and follow up on any outstanding issues.
Service Coordination:
- Monitor the Service Desk Queue: Ensure tickets are resolved in line with agreed SLAs.
- Work Closely with Technical Teams: Ensure all client requests and incidents are resolved within appropriate timeframes.
- Escalate Critical Issues: Escalate critical issues to senior management when necessary, ensuring the client is kept informed throughout the process.
Reporting & Documentation:
- Generate Regular Reports: Generate regular reports on service desk performance, including response times, resolution times, and customer satisfaction.
- Maintain and Update the Knowledge Base: Maintain and update the knowledge base with common issues and their resolutions.
- Document Client Interactions: Document all client interactions and resolutions in the ticketing system.
Continuous Improvement:
- Identify Areas for Process Improvement: Assist in identifying areas for process improvement within the service desk operations.
- Provide Feedback: Provide feedback to management regarding recurring issues or potential service gaps.
Collaboration:
- Work Closely with Technical Support Teams: Work closely with the technical support, infrastructure, and client success teams to ensure seamless communication and service delivery.
- Participate in Team Meetings: Participate in team meetings and contribute to the continuous improvement of service delivery.
Requirements:
- Previous Experience: Previous experience in a service desk, helpdesk, or customer service role within an IT environment.
- Strong Understanding: Strong understanding of service desk processes, ticketing systems, and triage procedures.
- Excellent Communication Skills: Excellent communication skills, both written and verbal, with the ability to interact with technical and non-technical stakeholders.
- Strong Organizational Skills: Strong organizational skills, with the ability to prioritize tasks and handle multiple inquiries simultaneously.
- Familiarity with ITIL: Familiarity with ITIL processes and practices is an advantage.
- Proficiency in Service Desk Software: Proficiency in using service desk or ticketing software (e.g., ServiceNow, Zendesk, Jira).
Why Eden Scott?
- Cutting-Edge Technology: Opportunity to work with cutting-edge technology in a growing MSP.
- Collaborative Environment: Collaborative and supportive work environment.
- Competitive Salary and Benefits: Competitive salary and benefits package.
- Career Growth Opportunities: Career growth opportunities with ongoing professional development.
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