Helpdesk Coordinator

Job Description

Job Description

The Help Desk Coordinator (HDC) is the first point of contact for customers reaching out to FTI Services for technical help. Based in the Remote Support Center, the HDC oversees the flow of incoming requests. Their primary role is to receive support requests from various channels, determine the urgency of the issue, assign the request to the correct technical specialist, and keep the customer informed on the progress of their request. The HDC provides regular updates to the Help Desk Services Manager.

Primary Responsibilities

• Receive support requests from clients via phone, email, and the online customer portal; gather the necessary details and create a clear, accurate, and comprehensive support ticket.
• Evaluate incoming tickets to determine priority based on urgency and impact (for example, distinguishing between a company-wide system outage and a single user having an issue).
• Assign tickets to the appropriate technician based on the complexity of the problem and the technician's area of expertise; prioritize and route tickets according to established help desk procedures.
• Track the status of open support requests; provide customers with timely, clear updates, and provide technicians proper information and direction needed to see tickets to completion.
• Serve as the main point of contact for clients regarding the progress of their tickets and the coordination of schedules.
• Monitor the support queue and identify critical automated alerts from our monitoring systems, converting them into tickets and routing them immediately.
• Manage the support calendar, coordinating between clients and technicians to schedule appointments or calls.
• Provide regular progress reports and updates to the Help Desk Services Manager.

Secondary Responsibilities

• Assist the technical team with basic, first-level support tasks as needed.
• Help technicians gather initial details and develop better understanding of complex issues before official assignment.
• Attend and participate in training and team meetings.
• Maintain accurate documentation within the company’s support tracking software.
• Provide constructive feedback on help desk policies and procedures.

Other Responsibilities

• Perform all other tasks as requested by the Help Desk Services Manager or other executive team members.

Required Skills & Preferred Qualifications

• Communication: Strong verbal and written communication skills, with the ability to remain professional and calm when interacting with clients under pressure.
• Support Software: Familiarity with customer support or ticketing tools.
• Aptitude: Ability to manage competing and changing priorities in a dynamic environment
• Agility: Receptive to and adept at learning diverse technical subject matter
• Basic Technical Knowledge: A foundational understanding of computer hardware, software, and basic networking to help effectively categorize and route requests.
• Experience: 1–3 years of experience in a help desk, intake coordination, or client-support scheduling role.

Standard Hours

Monday – Friday, 8:00am – 5:00pm PT

At FTI Services, we help our clients achieve their business goals by delivering reliable, secure, and forward-thinking IT solutions. As part of our team, you’ll work with a diverse range of clients, collaborate with skilled professionals, and shape technology strategies that make a real impact.

Company Description

At FTI Services, we help our clients achieve their business goals by delivering reliable, secure, and forward-thinking IT solutions. As part of our team, you’ll work with a diverse range of clients, collaborate with skilled professionals, and shape technology strategies that make a real impact.