Service Desk Coordinator

Job Title: Service Desk Coordinator

Team: Information Technology

As a comprehensive technology services company, Red Level delivers customized scalable technology solutions designed precisely to our clients’ unique needs – solutions that accelerate growth, reduce costs and enable collaboration. As a preferred partner to technology leaders such as Microsoft, DellEMC, and VMWare, we deploy the most advanced business technology solutions, ensuring optimal reliability, productivity and value.

Job Description: We are seeking a proactive, highly organized, and personable Service Desk Coordinator to join our team. In this role, you will be the first point of contact for our clients, responsible for handling incoming calls, opening and closing service desk tickets, and ensuring excellent customer service. You will be crucial in identifying where client calls should be routed and supporting the seamless flow of information between the service desk and other departments. The ideal candidate will be able to multitask in a fast-paced environment while maintaining a professional and friendly demeanor. There will be plenty of opportunities for growth within our company for a motivated individual who thrives in a dynamic setting.

As a Service Desk Coordinator on the Information Technology Team at Red Level, you will…

• Coordinate Incoming Calls: Serve as the first point of contact for all incoming service desk calls, ensuring each customer’s issue or inquiry is addressed promptly and efficiently.
• Ticket Management: Open and close service desk tickets, ensuring accurate information is logged and updated in the system throughout the lifecycle of each ticket.
• Call Routing: Assess client needs and appropriately route calls to the correct department or specialist based on the nature of the inquiry or technical issue.
• Customer Interaction: Maintain a personable and professional approach when handling calls, providing excellent customer service and ensuring clients feel valued and heard.
• Multitasking: Handle multiple tasks simultaneously while maintaining a high level of attention to detail and professionalism, especially in high-volume situations.
• Collaboration: Work closely with other team members, departments, and technical staff to ensure issues are resolved and escalated when needed.
• Professionalism: Represent the company’s brand and values through positive communication, efficient problem-solving, and consistent follow-up.
• Room for Growth: Take advantage of training and development opportunities for career advancement within the organization.
• Team player who will work within the company to continue improving the way Red Level serves its clients.
• Be agile: respond to the needs of your clients with confidence and ease.
• Manage and own contending requests across multiple client requests. 

To be eligible for the position, you need to meet the following minimum requirements:

• Previous experience in a service desk or customer support role is preferred.
• Strong verbal and written communication skills, with a clear, friendly, and professional phone presence.
• Excellent multitasking abilities and the capacity to manage competing priorities effectively.
• Strong problem-solving skills and ability to assess issues and determine the best course of action.
• Ability to learn and adapt quickly in a fast-paced environment.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and experience with service desk ticketing systems (e.g., ServiceNow, Jira, etc.) is a plus.
• Highly personable, with a positive attitude and a willingness to help others.
• Client Service: Requires the ability to understand and help/assist both internal and external clients to provide exceptional value.
• Flexibility/Adaptability: Requires the ability to adapt to and work effectively within a variety of situations, individuals, or groups, as well as understand and appreciate different and opposing perspectives.
• Relationship Building: Requires the ability to effectively build and maintain friendly, warm relationships or networks of contacts with clients/clients.
• Time Management: Demonstrated ability to prioritize competing demands and manage multiple concurrent tasks is required.
• Enthusiastic and creative personality
• You love making people happy.

Compensation & Benefits

• Base salary, incentive pay program, plus excellent benefits package.
• Opportunities for advancement.
• Outstanding, award-winning work culture.
• Business casual dress code. 
• Remote and Flexible work schedule available.