23 feb
Marken
Xico
.Job Summary: The Service Desk Coordinator plays a critical role in ensuring the efficient and effective operation of the IT service desk.
This position involves coordinating and overseeing the day-to-day activities of the service desk team, providing technical support to end-users, and maintaining service desk documentation.
The Service Desk Coordinator is responsible for ensuring a high level of customer satisfaction by addressing IT-related issues promptly and professionally.Shift hours may vary, weekend on call rotation.Key Duties and Responsibilities: 1.
Service Desk Operations:- Manage and prioritize incoming service requests, incidents,
and support tickets.- Assign tasks and tickets to service desk technicians based on their expertise and workload.- Monitor ticket queues to ensure timely resolution and adherence to service level agreements (SLAs).- Maintain a proactive approach to problem resolution and escalation when necessary.- Follow up on pending approval, hardware requests, returns and any other requirement- Create a KBA driven culture- Create a FCR (First contact resolution) and SDR (Same Day Resolution) environment- Make sure incidents and requests are assigned- Manage virtual stock rooms and asset management2.
Technical Support:- Provide first-level technical support to end-users, assisting with hardware and software issues.
(FCR / SDR)- Escalate complex technical issues to senior technicians or other departments/specialists as needed.- Ability to troubleshoot simple L1 issues and resolve them as needed- Using escalation paths to correctly assign tickets to L2 or other depts with the correct information on the ticket.3.
Customer Service:- Foster a positive customer service experience by ensuring courteous and effective communication.- Keep end-users informed about the status of their support requests and provide updates as necessary.- Gather feedback from end-users to identify areas for improvement in service desk operations.
(CSAT)4.
Documentation and Reporting:- Maintain accurate records of service requests, incident reports, and resolutions.- Create and update documentation, including knowledge base articles and FAQs, to aid in issue resolution.- Generate and analyze service desk reports to identify trends and areas for improvement.- create and update PPT presentations for team, client audit and management calls- Create and maintain documentation (KBA, analytics, KPIs, training), prefer GDP experience5.
Training and Development:- Assist in the onboarding and training of new service desk staff.- Stay up-to-date with emerging technologies and industry best practices.- Encourage continuous learning and professional development within the team.- Ensure your and team training is up to date6.
Vendor and Asset Management:- Manage relationships with third-party vendors and service providers for equipment and software support.- Maintain an inventory of IT assets and equipment, tracking their allocation and maintenance.7
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