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Service Desk Coordinator
2 months ago
Eden Scott is seeking an experienced IT Service Desk professional to fill the role of Service Desk Coordinator. This is an excellent opportunity for someone looking to progress their career in a dynamic and growing company.
Key Responsibilities:- Act as the primary point of contact for all service desk inquiries via phone, email, or ticketing system.
- Triage and categorize service desk tickets, ensuring appropriate prioritization and delegation to the relevant teams.
- Monitor the service desk queue, ensuring tickets are resolved in line with agreed SLAs.
- Escalate critical issues to senior management when necessary, ensuring the client is kept informed throughout the process.
- Generate regular reports on service desk performance, including response times, resolution times, and customer satisfaction.
- Assist in identifying areas for process improvement within the service desk operations.
- Work closely with the technical support, infrastructure, and client success teams to ensure seamless communication and service delivery.
- Previous experience in a service desk, helpdesk, or customer service role within an IT environment.
- Strong understanding of service desk processes, ticketing systems, and triage procedures.
- Familiarity with ITIL processes and practices is an advantage.
- Proficiency in using service desk or ticketing software (e.g., ServiceNow, Zendesk, Jira).
- Competitive salary and benefits package.
- Career growth opportunities with ongoing professional development.
