Service Desk Coordinator

About the Role 

Service Desk Coordinators play a critical role in providing excellent customer service and helping coordinate incoming support tickets, monitoring service level agreements (SLAs) and tech dispatches. The Service Desk Coordinator is passionate about building relationships, problem solving, and working across teams within NetCov to provide an exceptional experience for our client. 

Accountabilities

Coordination

• Manage incoming support requests via phone, email, and ticketing system.
• Prioritize and assign tickets to appropriate technicians based on skillset and urgency.
• Monitor ticket resolution times and ensure adherence to SLAs.
• Track and report on key performance indicators (KPIs) related to help desk performance.
• Help the Service Desk Manager by assisting with tech workload assignments to make sure they have a balanced ticket count across the team.
• Participate in daily and weekly recurring team huddles, raising up any trends / concerns / roadblocks. 
• Coordinate field tech dispatches, validating onsite times and hardware needed.
• Cover across as a backup resource for Team Leads and other management rolls when required.

Customer Service

• Ensure that all customer inquiries and complaints are addressed promptly and professionally.
• Build and maintain positive relationships with end-users.

Service Delivery and Quality Assurance

• Ensure NetCov has updated customer documentation needed to provide best-in-class support.
• Works closely with the Team Leads, Service Desk Coordinators and Manager to stay ahead of client trends and team metrics.
• Helps oversee the effective resolution of incidents and problems, ensuring timely escalation and follow-up.
• Perform additional tasks and responsibilities as assigned by your manager, which may include duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations.

Incident and Problem Management

• Participate in the Client Service Desk queue by answering calls within designated windows and providing support as needed.
• Leverage dashboarding tools to track daily and weekly metrics. Highlight and escalate challenges related to identified critical support KPIs to dedicated Team Lead and Service Desk Manager.

Knowledge, Skills, and Abilities (KSAs) Required

Technical Expertise:

• Technical knowledge of current IT infrastructures including standard client/server models, network topologies, Windows and Mac OS, network protocols, virtualization, cloud systems and security
• Proficiency with Microsoft server and client OS, Active Directory, DNS, DHCP, Exchange/Office365, printing and Microsoft Office highly desired
• Knowledge of LAN/WAN connectivity designs, firewalls, switching and wireless 

Communication and Interpersonal Skills:

• Excellent verbal and written communication abilities
• Active listening skills to fully understand client issues and concerns
• High attention to detail to ensure accurate record-keeping

Technical Competencies 

Criteria for Success

• Associates Degree in Information Technology, Computer Science, Network Administration or related business field is highly desirable.
• 3 years of relevant IT experience as either a Help Desk Analyst, Desktop Administrator, IT Specialist or similar position.
• Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable. 
• A people person who is an effective communicator
• Shows an interest in learning new materials and staying abreast of latest technical information; quickly learns new information.

Role Logistics

• This is a full-time position
• The schedule for this position will be Monday to Friday from 11:00AM to 8:00PM EST
• This position may require travel to client offices where locations will vary.
• This position may require travel to industry events, Network Coverage office locations, and Network Coverage events where locations will vary.