Service Desk Coordinator at Sourcefit

Job Summary:

We are seeking a proactive and organized Service Desk Coordinator to oversee daily service desk operations, handle support requests, and coordinate tasks across technical teams. This role involves developing a working understanding of key IT infrastructure such as firewalls, routers, and website filtering systems. While the Service Desk Coordinator will not be required to fix these systems, they must be able to understand their functions to provide effective support, escalate issues as needed, and ensure seamless communication between clients and the technical team.

Job Details:

Work from home

Monday to Friday | 8 AM to 5 PM EST

*Following US Holidays

Responsibilities:

• Manage Incoming Service Requests: Act as the first point of contact for clients seeking support; receive, document, and prioritize incoming service desk requests through ticketing systems, email, and phone calls.

• Technical Understanding: Learn and understand basic concepts of IT infrastructure, including firewalls, routers, and website filtering systems, to effectively coordinate resolutions and escalate issues appropriately.

• Coordinate Team Efforts: Work closely with technical teams to ensure timely and efficient resolution of service desk tickets. This includes scheduling tasks, following up on outstanding tickets, and communicating updates to clients.

• Performance Tracking & Reporting: Monitor service desk operations, track performance metrics, and identify common issues to improve efficiency. Provide regular reports to management on ticket trends, resolution times, and areas for improvement.

• Customer Service & Communication: Deliver exceptional customer service to all clients by maintaining clear, professional, and timely communication throughout the support process. Act as a liaison between clients and technical teams to ensure issues are properly addressed.

Qualifications:

• Experience in Service Desk Environments: Previous experience in a service desk, help desk, or similar technical support environment is highly preferred. Familiarity with standard processes, workflow management, and customer service practices is essential.

• Technical Aptitude: Basic understanding of IT systems, with a willingness to learn more about firewalls, routers, and website filtering. The ability to comprehend how these systems function is critical for effective support, though direct technical troubleshooting is not required.

• Strong Organizational Skills: Ability to manage multiple tasks simultaneously while prioritizing and following through to completion in a fast-paced environment.

• Excellent Communication Skills: Clear and concise written and verbal communication skills are necessary for both customer interactions and internal team coordination.

• Problem-Solving & Analytical Skills: A proactive approach to identifying potential issues, offering solutions, and escalating when appropriate.

Preferred Experience:

• Prior experience as a Service Desk Coordinator, Dispatcher, or Queue Manager, with hands-on use of help desk ticketing systems and exposure to basic IT concepts and remote support software.