Demo

Service Desk Coordinator

Aunalytics
South Bend, IN Full Time
POSTED ON 3/12/2025
AVAILABLE BEFORE 3/18/2025

Position Overview

As a Service Desk Coordinator, you will be responsible for providing technical assistance and support to clients who are experiencing technical issues with their computer systems, software, or hardware.  You will serve as the first point of contact for clients calling or submitting incident / request tickets. You will be responsible for quickly and efficiently assessing the client’s needs, providing resolutions when possible, or routing callers to the appropriate technical resource. NOTE - This is a hyrbid role with three days per week required in office (Tuesday - Thursday).

Essential Duties & Responsibilities :

  • Triage, prioritize, and route inbound support tickets via phone, email, and web platform and respond to client inquiries regarding technical issues
  • Provide technical assistance and support on quick (
  • Identify and escalate high priority issues following the Incident Response Coordinator (IRC) process
  • Log all incidents and service requests into the service desk ticketing system
  • Assist in ensuring all first response client inquiries are within service level agreements (SLAs)
  • Ensure that all client interactions are professional, courteous, and consistent with the company’s values and policies
  • Identify opportunities for process improvement and communicate suggestions to Pod lead
  • Undertake any other duties of a similar level and responsibility as may be required

Preferred Skills :

  • Previous experience in a client service or technical support role is strongly encouraged
  • Excellent verbal and written communication skills
  • Strong critical thinking skills and ability to troubleshoot technical issues
  • Ability to work independently and as part of a team
  • Strong attention to detail and ability to follow processes and procedures
  • Ability to work well under pressure and managed multiple priorities
  • Share our values : growth, relationships, integrity, and true grit
  • What's in it for You?

  • Opportunity to work with cutting-edge technology in a casual, fun environment
  • Opportunity to be a part of a local company committed to making a difference in our community
  • Competitive salary and benefits package including health, vision, dental and life insurance; paid time off; and 401(k) plan
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