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.