SERVICE DESK COORDINATOR

Retail Tech Inc; Chanhassen (MN); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Long-term Disability

Life Insurance

Vision Insurance

Short-Term Disability

Paid Time Off

Holiday Pay

401K Plan

Job summary

Retail Tech Inc. seeks a Service Desk Coordinator to manage intake, execution, and closure of service work orders. You will coordinate resources, communicate with clients, and ensure requests align with SLAs and contracts. The role supports incident response, service delivery, and billing readiness.

The position emphasizes planning, attention to detail, and teamwork in a professional office or remote environment, with standard hours and potential evening shifts.

Qualifications

• High school diploma or equivalent with relevant work experience.
• 1–3 years of experience in project coordination, customer service, or administrative support.
• Preferred Associate or Bachelor’s degree in Business or related field.
• Technical or POS-related experience.

Responsibilities

• Receive and acknowledge service requests from clients.
• Ensure all service requests are created, documented, and maintained in the system.
• Schedule service requests in line with client SLAs.
• Publish work orders with complete documentation.
• Assign technicians and resources to work orders.
• Coordinate Level 1 and Level 2 support activities.
• Monitor and coordinate delivery of equipment and materials.
• Manage service requests through lifecycle and communicate status to clients.
• Ensure completion per agreements and assist with invoicing.

Skills

Planning and organization

Strong communication

Attention to detail

Problem solving

Teamwork

Reliability

Education

High school diploma or equivalent

Associate or Bachelor's degree in Business or related field

Tools

POS systems

Job description

SummaryThe Service Desk Coordinator supports the incident response and service request function by coordinating the intake, execution, and closure of service work orders. Working as part of a team, this role ensures service requests are documented correctly, resourced appropriately, and completed in accordance with customer agreements, company standards, and service level expectations.Key ResponsibilitiesAdministrationReceive and acknowledge service requests from clientsEnsure all service requests are accurately created, documented, and maintained in the FSL systemSchedule service requests in alignment with client expectations and agreed service levelsPublish work orders to required systems with complete and accurate documentationResource CoordinationAssign technicians and support resources to Service Desk work ordersCoordinate Level 1 and Level 2 support activitiesPurchase client-approved materials required to fulfill service requestsMonitor and coordinate delivery of equipment and materialsClient Service & CommunicationManage service requests throughout the lifecycle of each service eventCommunicate clearly with clients regarding status, changes, and resolutionSupport problem resolution efforts to ensure customer satisfactionClosure & Financial ReadinessEnsure service work orders are completed in accordance with customer agreements and standard practicesConfirm vendor contracts are closed and invoices are received and applied to work ordersReview costs and pricing to prepare completed work orders for invoicingOther duties as assignedKey CompetenciesCritical thinking and problem-solvingPlanning and organizationStrong communication skillsAttention to detailAdaptability and resilienceTeamwork and collaborationReliability and accountabilityEducation and ExperienceRequiredHigh school diploma or equivalent with relevant work experience1–3 years of experience in project coordination, customer service, or administrative supportPreferredAssociate or Bachelor’s degree in Business or related fieldExperience supporting project teams or service delivery environmentsTechnical or POS-related experienceWork EnvironmentThis job operates in a professional office or remote environment and routinely uses standard office equipment such as computers, phones, and collaboration tools.Physical DemandsThis is a largely sedentary role requiring extended periods of sitting and computer use, with occasional standing or walking. Normal vision (with or without corrective lenses) and the ability to communicate effectively are required. Continually required to talk and hear.Position Type and Expected Hours of WorkThis is a full-time position. Normal business hours are Monday through Friday from 7:00am – 7:00pm and shifts will vary. As an exempt position, additional time is often required during the evenings and weekends to complete job duties.TravelNo travel is expected for this position.BenefitsEligible employees can elect a full line of benefits including Medical and Dental Insurance through BC/BS (100% of the employee rate and 50% of dependent rate paid by the company), company paid Long Term Disability and Life Insurance, Voluntary Vision and Short-Term Disability Insurance, PTO, Holiday Pay, and a generous 401K plan.RETAIL TECH INC. IS AN EQUAL OPPORTUNITY EMPLOYERAND PARTICIPATES IN E-VERIFY UPON EMPLOYMENT