Service Desk Coordinator

3 weeks ago


South Bend, United States Aunalytics Full time

**Position Overview**:
As a Service Desk Coordinator, you will be the first point of contact for our clients calling in for technical support. You will quickly and efficiently assess the client’s needs, providing appropriate resolutions when possible or routing callers to the appropriate technician who can best solve their problem. NOTE - This is a hyrbid role with three days per week required in office (Tuesday - Thursday).

**Essential Duties & Responsibilities**:

- Serve as the first point of contact for clients seeking support
- Create and filter tickets for successful handoff to support technicians/engineers
- Track and assist the support teams in maintaining service level agreements (SLA’s), such as time, to engage with technical resources
- Track progress of tickets between service delivery teams to ensure quality and timely follow-up
- Track the success and improvement areas of the service delivery team to improve
- Perform quick service tasks with appropriate training (such as password resets or filtering rule changes) (



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