Description:
The IT Service Desk Coordinator serves as the initial point of contact for clients requesting technical assistance through the IT Service Desk. This position is responsible for answering incoming support calls, gathering and documenting information, performing basic troubleshooting, resolving issues during the initial interaction whenever possible, and appropriately routing unresolved issues to the appropriate technical team.
The position plays a critical role in ensuring that service requests are accurately documented, properly prioritized, dispatched to the appropriate team, and monitored to support Service Level Agreement (SLA) requirements.
Roles and Responsibilities/ Essential Functions:
- Serve as the first point of contact for Service Desk requests via phone, providing professional, timely, and courteous support.
- Gather issue details, assess business impact and urgency, create accurate service tickets, and perform basic troubleshooting to resolve issues whenever possible.
- Clearly communicate technical information, maintain client communication, set expectations for next steps and follow-up, and escalate urgent or business-critical issues as needed.
- Review, prioritize, categorize, and assign tickets based on impact, urgency, technical requirements, and SLA commitments.
- Route and dispatch tickets through phone, email, and shared mailboxes, ensuring complete documentation and troubleshooting details before escalation.
- Monitor ticket status, ownership, and SLA compliance, and escalate or rebalance workloads when necessary.
- Troubleshoot common hardware, software, account, connectivity, and user issues across Windows, macOS, ChromeOS, Apple, and Android platforms.
- Provide basic Microsoft 365, application, and user account support.
- Handle lower-level alerts and non-client-facing tickets, escalating complex issues with complete troubleshooting documentation.
- Collaborate with clients, IT teams, and business units through Teams, phone, email, and ticketing systems.
- Share clear, actionable information, assist with ticket prioritization and workload coordination, and communicate changes in urgency or business impact.
- Participate in team meetings and identify recurring issues or trends requiring further attention.
- Maintain accurate ticket records and document troubleshooting activities and resolutions.
- Update knowledge base articles, procedures, and Service Desk documentation as needed.
- Follow escalation and SLA requirements while identifying opportunities to improve documentation, workflows, and Service Desk processes.
Requirements
How to qualify:
- 1+ year experience working in an IT support, service desk operations, IT coordination, or troubleshooting.
- High School Diploma or Equivalent
- Customer service-oriented skillset
- Basic knowledge of computer hardware, software, operating systems, windows server environments, and networking concepts.
- Previous experience working in a Managed Services Provider (MSP) environment
- Basic knowledge of Microsoft 365 administration and the Microsoft 365 Admin Center
- Experience with ticket triage, dispatching, prioritization, and escalation
- Maintain an outcome focused mindset
- Always be a team player
- Carry a professional attitude and respectful demeanor