IT Service Desk Coordinator
hace 7 meses
**Company**: TITP
**Location**: Remote USA
**About Us**:
TITP is a leading Managed Service Provider (MSP) dedicated to delivering exceptional IT solutions and support to businesses of all sizes. With a focus on innovation, reliability, and client satisfaction, we pride ourselves on being a trusted partner in navigating the complexities of modern technology.
**Position Overview**:
We are seeking a highly motivated and organized Service Desk Coordinator to join our dynamic team. The Service Desk Coordinator will play a crucial role in ensuring the smooth operation of our service desk, acting as the central point of contact for all client inquiries and service requests.
**Responsibilities**:
- Prioritize and assign service tickets to appropriate technicians based on urgency, skillset, and availability.
- Monitor ticket queues to ensure timely resolution of client issues and escalate as necessary to meet service level agreements (SLAs).
- Communicate effectively with clients to provide updates on the status of their service requests and ensure their satisfaction with the resolution.
- Coordinate with internal teams to facilitate the timely resolution of complex technical issues and ensure client expectations are met.
- Maintain accurate records of all client interactions and service activities in the ticketing system.
- Identify opportunities for process improvement and contribute to the development of best practices within the service desk team.
**Requirements**:
- Fluent English Required
- Please submit your resume in ENGLISH
- Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
- Proven experience in a customer service or technical support role, preferably in an IT environment.
- Strong understanding of ITIL best practices and service desk processes.
- Excellent communication skills, both verbal and written, with the ability to effectively interact with clients and internal teams.
- Exceptional organizational skills and attention to detail, with the ability to prioritize and manage multiple tasks simultaneously.
- Proficiency with ticketing systems and other service desk tools.
- Ability to remain calm and focused in high-pressure situations and adapt to changing priorities.
- IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.
**Benefits**:
- Competitive salary commensurate with experience.
- Opportunities for professional development and advancement within a growing company.
- Collaborative and supportive work environment with a focus on teamwork and innovation.
**How to Apply**:
**Step 1. We want to ensure that all applicants have a fair and equal chance, so we’re using a TestGorilla assessment. This minimizes unconscious bias in our hiring process. Please follow the link below to take a job aptitude test**:
**Ready to join our team? Start by clicking the link below.**
**Step 2.** **If you are a proactive problem solver with a passion for providing exceptional customer service, please submit your resume and cover letter outlining your qualifications and relevant experience.**
**Job Types**: Full-time, Contract, Permanent
Contract length: 100 months
Pay: From $700,000.00 per month
**Education**:
- Bachelor's (required)
**Experience**:
- Helpdesk: 5 years (required)
**Language**:
- English (required)
Application Deadline: 15/05/2024
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