What are the responsibilities and job description for the Service Desk Coordinator position at Aunalytics?
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 :
What's in it for You?
