Service Desk Coordinator

Job Description Job Description 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.