SERVICE DESK COORDINATOR
Posted Updated
Summary
The 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 Responsibilities
Administration
- Receive and acknowledge service requests from clients
- Ensure all service requests are accurately created, documented, and maintained in the FSL system
- Schedule service requests in alignment with client expectations and agreed service levels
- Publish work orders to required systems with complete and accurate documentation
Resource Coordination
- Assign technicians and support resources to Service Desk work orders
- Coordinate Level 1 and Level 2 support activities
- Purchase client-approved materials required to fulfill service requests
- Monitor and coordinate delivery of equipment and materials
Client Service & Communication
- Manage service requests throughout the lifecycle of each service event
- Communicate clearly with clients regarding status, changes, and resolution
- Support problem resolution efforts to ensure customer satisfaction
Closure & Financial Readiness
- Ensure service work orders are completed in accordance with customer agreements and standard practices
- Confirm vendor contracts are closed and invoices are received and applied to work orders
- Review costs and pricing to prepare completed work orders for invoicing
- Other duties as assigned
Key Competencies
- Critical thinking and problem-solving
- Planning and organization
- Strong communication skills
- Attention to detail
- Adaptability and resilience
- Teamwork and collaboration
- Reliability and accountability