ServiceDesk Coordinator

Job Summary:

The Service Desk Coordinator is responsible for overseeing and coordinating the day-to-day activities of

the IT service desk or help desk team. They play a key role in ensuring that customer issues and technical

support requests are addressed promptly and efficiently.

Main Responsibilities:

Team Supervision:

Manage a team of service desk technicians or support staff.

Provide guidance, coaching, and training to team members.

Monitor team performance and ensure adherence to service level agreements (SLAs).

Ticket Management:

Receive, prioritize, and assign service requests and incidents to appropriate team members.

Ensure accurate and timely documentation of all tickets.

Monitor ticket queues to ensure timely resolution and escalation as needed.

Customer Support:

Act as the point of contact for customers and end-users seeking technical assistance.

Respond to customer inquiries and resolve technical issues promptly.

Maintain a high level of customer satisfaction through effective communication and problem-

solving.

Process Improvement:

Identify opportunities to improve service desk processes and workflows.

Implement best practices to enhance efficiency and customer service.

Document and update standard operating procedures (SOPs).

Technical Knowledge:

Stay up-to-date with IT industry trends and technologies.

Provide technical guidance and expertise to team members when needed.

Assist with complex technical issues and escalations.

Reporting and Metrics:

Generate reports on service desk performance, including ticket volumes, response times, and

resolution rates.

Analyze data to identify trends and areas for improvement.

Prepare regular reports for management.

Vendor and Asset Management: Manage relationships with IT vendors and service providers. Assist in procurement and asset management activities as necessary. Security and Compliance: Ensure compliance with security policies and procedures. Assist in incident response and security-related tasks as required. General Responsibilities: Maintain and update configuration documents. Maintain assets and software licenses/subscriptions. Vendor coordination and support