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 management2. 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 experience5. 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 date6. 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 neededPreferred:- 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)