Job Title: Service Desk Coordinator

Reports to: VP of Network Security Operations

We are seeking a highly motivated and customer-focused Service Desk Coordinator to join our IT Services team. The Service Desk Coordinator will be the first point of contact for our clients seeking technical assistance.

Key Responsibilities

Duties:

• Provide first level contact and convey resolutions to customer issues.
• Properly escalate unresolved service requests to the next level of support.
• Track, route and redirect problems to correct resources with help of service team
• Update customer data
• Walk customers through problem-solving process.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Ensure proper recording, documentation of incoming service requests
• Recommend procedure modifications or improvements.
• Preserve and grow your knowledge of help desk procedures, products and services.

Other Responsibilities:

• Provide general IT support as needed.
• Other projects as requested.

Qualifications:

• Proven working experience in providing help desk support.
• Proficiency in English.
• Working knowledge of help desk software, databases and remote control.
• Strong client phone and communication skills.
• Advanced troubleshooting and multi-tasking skills.