Service Desk Coordinator

Job Role

The Service Desk Coordinator (SDC) is responsible for overseeing the service desk workflow, overseeing dispatching, managing ticket workflows and ensuring that all IT support requests are handled promptly and efficiently.

This role involves maintaining high levels of efficiency within the service desk and ensuring adherence to service level agreements (SLAs).

The SDC is a key point of contact for any Partner Care queries and a central point of contact for the coordination of Projects.

Key duties

• Ticket Management: Oversee dispatch to ensure all incidents, service requests, and inquiries are logged, tracked, and resolved in a timely manner
• Coordination: Act as a point of contact for any dispatch queries in Partner Care/Quick Fix and ensure successful resolution
• Reporting: Generate and analyse reports on service desk performance, including key metrics like response times, resolution rates, and customer satisfaction scores.
• Process Improvement: Identify opportunities to improve service desk processes and procedures to enhance service quality and efficiency
• Customer Service: Maintain a high level of customer satisfaction by providing timely, accurate, and professional support
• Documentation: Maintain up-to-date documentation of service desk processes, knowledge base articles, and user guides
• Absence cover : Act as cover for Service Delivery Coordinator as and when required

BrightGauge development and maintenance as required

• Monitoring of statistics
• Development of boards and gauges for statistical purposes

Project Coordination

• Managing initial communication and setting expectations with the client before the Project Manager becomes involved
• Managing Project Kick off and wrap up meetings, facilitating both
• Being an accessible point of contact for the client for regular updates
• Close monitoring of project status
• Closing of projects to ensure timely billing
• Allocation of projects
• Process development and documentation

Operations Development

• Assisting the operations team and Service Desk Manager in procedure development and implementation
• Testing and implementation of procedures
• Process development and documentation

Telephony porting logistics

• Management of number porting and associated requirements within projects and under 10 hours installations
• Process development and implementation