Service Desk Coordinator

2 weeks ago


Birmingham, United States Detroit IT Full time
Job DescriptionJob DescriptionSalary: Commensurate with experience

Job Description: 


Detroit IT is looking for a Service Desk Coordinator to be the first line of contact for all client support needs and to act as a customer advocate by creating and prioritizing service desk tickets, monitoring service progress, and communicating on status and resolution of requests.


Job Responsibilities:


  • Answer calls in a timely, friendly, and professional manner.
  • Evaluate, prioritize, and communicate service requests within the Service Level Agreement (SLA).
  • Responsible for the scheduling of technician’s on-site visits.
  • Communicate and escalate any major system issues (Severity 1).
  • Responsible for service desk time tracking accuracy.
  • Review and understand ticket requirements and capture missing information.
  • Communicate daily with clients regarding ticket status and plan of action.
  • Follow up with any on-site visits to ensure the highest level of customer satisfaction.


Job Requirements:


  • Excellent communication skills.
  • Ability to multi-task in a fast-paced environment.
  • Ability to understand technologies that are sufficient to making assignment decisions.
  • Strong organization skills.
  • Strong interpersonal skills but aggressive in managing expectations.
  • Motivated and task oriented.


Required Education/Technical Skills:


  • Bachelor’s Degree in Information Technology, Business Administration, or a related field preferred. 
  • Previous employment in a corporate environment.
  • A+ certification is a plus.

About Detroit IT


Detroit IT is a managed service provider with offices in Birmingham and Detroit Michigan. Since 2001, we have been providing IT support, IT consulting, cloud solutions, and networking to some of Michigan's best companies.  


 





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