Service Desk Coordinator

The SDC is central to managing the Service Desk's operational efficiency. This role is instrumental in coordinating reactive service requests and incidents, ensuring swift and skilled resolution of IT issues using established department service delivery processes. The SDC is focused on minimizing client business disruptions by providing expert and timely IT support and striving for high first-contact resolution rates.

Job Responsibilities:

• Responds to and manages incoming service requests, ensuring comprehensive support ticket creation.
• Delegates tasks to Service Desk Engineers (SDEs) for efficient service delivery.
• Directly handles quick-hit service tickets through effective triage and prioritization.
• Oversees the service incident queue, from initial response to resolution and ticket closure.
• Schedules and dispatches engineers for reactive services and escalations.
• Manages multiple service types including incidents, MAC requests, escalations, etc.
• Utilizes various communication systems like phone, chat, email, and conference bridges to enhance client service experience.
• Engages in cross-departmental communication to optimize service coordination and outcomes.
• Oversees the chronic service issues identification process, working in tandem with all other service delivery teams to eliminate them.
• Attends weekly Service Desk team meetings and attends one-on-one meetings with the team lead
• Coordinates with vCIOs and other service delivery teams on out-of-scope inquiries, service requests, and escalations.
• Actively participates in the development and refinement of company service processes and workflows.
• Follow specific Service Desk Team documented processes and workflows
• Refer to client technical documentation for information that will help you understand and resolve client technology issues
• Seek assistance from the Team Lead when stuck

• Strong organizational and coordination skills
• Excellent communication abilities for effective client and team interactions
• Ability to manage multiple tasks and prioritize effectively
• Experience in a service desk or customer support role
• Proficient in using IT service management software and tools

Accountability/KPIs:

• Accountable for reporting of KPI targets. KPI examples include:
• Avg Response and Resolution Time
• Tickets Closed Per Day
• Kill Rate (closed vs open per day %)
• Ticket Aging Metrics
• Client Satisfaction

Schedule: Monday through Friday from 6:00 AM to 3:00 PM AZ Time.

• Competitive pay in US Dollars.
• You'll get to work with some amazing, respected business professionals.
• We really value and encourage input from our team members.
• We offer different payment methods (Zelle, Face Bank, Binance)
• You'll get paid every two weeks
• We'll provide you with the necessary equipment to work: Laptop, headset, mouse, and mouse pad.
• Birthday and work anniversary celebrations.
• Alliances with many brands grant extra benefits to freelancers.
• Weekly recreation dynamics that foster a healthy work environment.