IT Service Desk Coordinator

Company: TITP

Location: Remote USA

About Us:
TITP is a leading Managed Service Provider (MSP) dedicated to delivering exceptional IT solutions and support to businesses of all sizes. With a focus on innovation, reliability, and client satisfaction, we pride ourselves on being a trusted partner in navigating the complexities of modern technology.

Position Overview:
We are seeking a highly motivated and organized Service Desk Coordinator to join our dynamic team. The Service Desk Coordinator will play a crucial role in ensuring the smooth operation of our service desk, acting as the central point of contact for all client inquiries and service requests.

Responsibilities:

• Serve as the primary point of contact for all incoming client inquiries and service requests via phone, email, and ticketing system.
• Prioritize and assign service tickets to appropriate technicians based on urgency, skillset, and availability.
• Monitor ticket queues to ensure timely resolution of client issues and escalate as necessary to meet service level agreements (SLAs).
• Communicate effectively with clients to provide updates on the status of their service requests and ensure their satisfaction with the resolution.
• Coordinate with internal teams to facilitate the timely resolution of complex technical issues and ensure client expectations are met.
• Maintain accurate records of all client interactions and service activities in the ticketing system.
• Identify opportunities for process improvement and contribute to the development of best practices within the service desk team.

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Proven experience in a customer service or technical support role, preferably in an IT environment.
• Strong understanding of ITIL best practices and service desk processes.
• Excellent communication skills, both verbal and written, with the ability to effectively interact with clients and internal teams.
• Exceptional organizational skills and attention to detail, with the ability to prioritize and manage multiple tasks simultaneously.
• Proficiency with ticketing systems and other service desk tools.
• Ability to remain calm and focused in high-pressure situations and adapt to changing priorities.
• IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.

Benefits:

• Competitive salary commensurate with experience.
• Opportunities for professional development and advancement within a growing company.
• Collaborative and supportive work environment with a focus on teamwork and innovation.

How to Apply:
If you are a proactive problem solver with a passion for providing exceptional customer service, we want to hear from you! Please submit your resume and cover letter outlining your qualifications and relevant experience.

Job Types: Full-time, Contract, Permanent
Contract length: 100 months

Pay: From $700,000.00 per month

Education:

• Bachelors (Preferred)

Experience:

• Helpdesk: 5 years (Preferred)

Application Deadline: 15/05/2024