Service Desk Coordinator

Detroit IT; Birmingham (MI); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive pay package

Casual, fun work environment

Growth opportunities and training

Job summary

Detroit IT is seeking a Service Desk Coordinator to be the first point of contact for client support needs. You will create and prioritize service desk tickets, monitor progress, and communicate resolutions to clients.

The role requires strong communication, multitasking, and the ability to manage client expectations in a fast-paced environment. Bachelor’s degree in IT or related field is preferred, with competitive pay and growth opportunities in a casual work setting.

Qualifications

• Bachelor's degree preferred in IT, business or related field.
• Strong communication and multitasking abilities are essential.
• Ability to understand technologies enough to make assignment decisions.

Responsibilities

• Answer calls promptly and maintain a professional demeanor.
• Prioritize and communicate service requests within SLA.
• Coordinate scheduling of on-site technician visits.
• Review ticket requirements and gather missing information.
• Escalate major system issues (Severity 1) as needed.
• Provide daily status updates to clients on ticket progress.
• Ensure accurate time recording for all service requests.

Skills

Communication

Multitasking

Technical understanding

Customer expectation management

Education

Bachelor's degree

Job description

Detroit IT provides IT services to businesses throughout Metro Detroit and southeastern Michigan. We provide Exchange server support, Office 365 migrations, ongoing remote support, a fully staffed Helpdesk, managed IT services, and consulting that help business' run efficiently.

Job Description

Detroit IT is looking for a Service Desk Coordinator to be the first line of contact for all client support needs and will 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 manor.
• Evaluate, prioritize and communicate service requests within the Service Level Agreement (SLA).
• Responsible for the scheduling of technician's on-site visits.
• Review and understand ticket requirements and capture missing information.
• Communicate and escape any major system issues (Severity 1).
• Communicate daily with clients regarding ticket status and plan of action.
• Ensure all service requests have accurate time recorded.
• Follow up with any on-site visits to ensure the highest level of customer satisfaction.
  

Qualifications

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

Required Education/Technical Skills:

• Bachelor's Degree in Information Technology, Business Administration or a related field, preferred.

Additional Information

• Competitive pay package that includes base salary or hourly pay and potential to be included in the company bonus plan.
• A casual and fun work environment.
• Ongoing growth and development opportunities including training, on-the-job experiences, and volunteer opportunities.