Service Desk Coordinator
2 weeks ago
Eden Scott is seeking a highly skilled Service Desk Coordinator to join our team. As a Service Desk Coordinator, you will be the primary point of contact for all service desk inquiries, ensuring that client requests are handled professionally, efficiently, and in a timely manner.
Key Responsibilities:
- Client Interaction & Triage: Act as the first point of contact for clients reaching out to the service desk via phone, email, or ticketing system.
- Triage and categorise service desk tickets, ensuring appropriate prioritisation and delegation to the relevant teams.
- Provide timely and professional responses to client inquiries and follow up on any outstanding issues.
Service Coordination:
- Monitor the service desk queue, ensuring tickets are resolved in line with agreed SLAs.
- Work closely with technical teams to ensure all client requests and incidents are resolved within appropriate timeframes.
- Escalate critical issues to senior management when necessary, ensuring the client is kept informed throughout the process.
Reporting & Documentation:
- Generate regular reports on service desk performance, including response times, resolution times, and customer satisfaction.
- Maintain and update the knowledge base with common issues and their resolutions.
- Document all client interactions and resolutions in the ticketing system.
Continuous Improvement:
- Assist in identifying areas for process improvement within the service desk operations.
- Provide feedback to management regarding recurring issues or potential service gaps.
Collaboration:
- Work closely with the technical support, infrastructure, and client success teams to ensure seamless communication and service delivery.
- Participate in team meetings and contribute to the continuous improvement of service delivery.
Requirements:
- 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.
- Excellent communication skills, both written and verbal, with the ability to interact with technical and non-technical stakeholders.
- Strong organisational skills, with the ability to prioritise tasks and handle multiple inquiries simultaneously.
- Familiarity with ITIL processes and practices is an advantage.
- Proficiency in using service desk or ticketing software (e.g., ServiceNow, Zendesk, Jira).
Why Eden Scott?
- Opportunity to work with cutting-edge technology in a growing MSP.
- Collaborative and supportive work environment.
- Competitive salary and benefits package.
- Career growth opportunities with ongoing professional development.
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