Service Desk Coordinator
4 weeks ago
Eden Scott is seeking an IT Service Desk professional with MSP experience to progress their career into a Service Desk Coordinator role.
The successful candidate will join a leading Managed Service Provider (MSP), dedicated to delivering top-tier IT services and support to clients, ensuring their systems remain secure, operational, and future-ready.
Key Responsibilities:- Client Interaction & Triage:
Act as the primary point of contact for all service desk inquiries via phone, email, or ticketing system. - Service Coordination:
Monitor the service desk queue, ensuring tickets are resolved in line with agreed SLAs. - Reporting & Documentation:
Generate regular reports on service desk performance, including response times, resolution times, and customer satisfaction. - Continuous Improvement:
Assist in identifying areas for process improvement within the service desk operations. - Collaboration:
Work closely with 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.
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Service Desk Coordinator
4 weeks ago
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