Service Desk Coordinator

Job Summary: The Service Desk Coordinator plays a critical role in ensuring the efficient and effective operation of the IT service desk. This position involves coordinating and overseeing the day-to-day activities of the service desk team, providing technical support to end-users, and maintaining service desk documentation. The Service Desk Coordinator is responsible for ensuring a high level of customer satisfaction by addressing IT-related issues promptly and professionally.

Shift hours may vary, weekend on call rotation.

Key Duties and Responsibilities:
1. Service Desk Operations:

- Manage and prioritize incoming service requests, incidents, and support tickets.
- Assign tasks and tickets to service desk technicians based on their expertise and workload.
- Monitor ticket queues to ensure timely resolution and adherence to service level agreements (SLAs).
- Maintain a proactive approach to problem resolution and escalation when necessary.
- Follow up on pending approval, hardware requests, returns and any other requirement
- Create a KBA driven culture
- Create a FCR (First contact resolution) and SDR (Same Day Resolution) environment
- Make sure incidents and requests are assigned
- Manage virtual stock rooms and asset management

2. Technical Support:

- Provide first-level technical support to end-users, assisting with hardware and software issues. (FCR / SDR)
- Escalate complex technical issues to senior technicians or other departments/specialists as needed.
- Ability to troubleshoot simple L1 issues and resolve them as needed
- Using escalation paths to correctly assign tickets to L2 or other depts with the correct information on the ticket.

3. Customer Service:

- Foster a positive customer service experience by ensuring courteous and effective communication.
- Keep end-users informed about the status of their support requests and provide updates as necessary.
- Gather feedback from end-users to identify areas for improvement in service desk operations. (CSAT)

4. Documentation and Reporting:

- Maintain accurate records of service requests, incident reports, and resolutions.
- Create and update documentation, including knowledge base articles and FAQs, to aid in issue resolution.
- Generate and analyze service desk reports to identify trends and areas for improvement.
- create and update PPT presentations for team, client audit and management calls
- Create and maintain documentation (KBA, analytics, KPIs, training), prefer GDP experience

5. Training and Development:

- Assist in the onboarding and training of new service desk staff.
- Stay up-to-date with emerging technologies and industry best practices.
- Encourage continuous learning and professional development within the team.
- Ensure your and team training is up to date

6. Vendor and Asset Management:

- Manage relationships with third-party vendors and service providers for equipment and software support.
- Maintain an inventory of IT assets and equipment, tracking their allocation and maintenance.

7. Security and Compliance:

- Ensure that security protocols and policies are followed when handling sensitive information or resolving security-related issues.
- Assist in compliance audits and help implement necessary security measures.

Qualifications and Skills:

- Strong written and oral English language proficiency skills (other languages are welcomed)
- High school diploma or equivalent; additional technical certifications or relevant coursework is a plus
- Proven experience in a service desk role managing tech time.
- Strong customer service and communication skills.
- Proficiency in troubleshooting hardware and software issues.
- Driven, self starter and motivated.
- Knowledge of ITIL (Information Technology Infrastructure Library) best practices is a plus.
- Familiarity with ticketing systems and remote support tools. (Servicenow knowledge is a must)
- Strong organizational and multitasking abilities.
- Ability to work collaboratively in a team environment.
- Detail-oriented and committed to maintaining accurate records.
- ITIL - Service Management
- ServiceNow knowledge a must (Fundamentals of ServiceNow certification)
- Proficiency with Service Now, Microsoft Office Suite and other software as needed

Preferred:

- Intune - basic knowledge
- MFA -Some Experience
- Azure (Entra ID) - Basic Knowledge
- PIM (Concept)
- Exchange (Some knowledge preferred)
- SharePoint (Backend Support)
- Teams Admin / Teams Phones (required)
- Mimecast and Crowdstrike (optional)
- Azure Dev Ops (preferred)