The Service Desk Coordinator is responsible for overseeing and coordinating the day-to-day activities of
the IT service desk or help desk team. They play a key role in ensuring that customer issues and
technical support requests are addressed promptly and efficiently.
Main Responsibilities
Team Supervision:
• Manage a team of service desk technicians or support staff.
• Provide guidance, coaching, and training to team members.
• Monitor team performance and ensure adherence to service level agreements (SLAs).
Ticket Management
• Receive, prioritize, and assign service requests and incidents to appropriate team members.
• Ensure accurate and timely documentation of all tickets.
• Monitor ticket queues to ensure timely resolution and escalation as needed.
Customer Support
• Act as the point of contact for customers and end-users seeking technical assistance.
• Respond to customer inquiries and resolve technical issues promptly.
• Maintain a high level of customer satisfaction through effective communication and problem-
solving.
Process Improvement
• Identify opportunities to improve service desk processes and workflows.
• Implement best practices to enhance efficiency and customer service.
• Document and update standard operating procedures (SOPs).
Technical Knowledge
• Stay up-to-date with IT industry trends and technologies.
• Provide technical guidance and expertise to team members when needed.
• Assist with complex technical issues and escalations.
Reporting And Metrics
• Generate reports on service desk performance, including ticket volumes, response times, and
resolution rates.
• Analyze data to identify trends and areas for improvement.
• Prepare regular reports for management.
Vendor and Asset Management:
• Manage relationships with IT vendors and service providers.
• Assist in procurement and asset management activities as necessary. Security and Compliance:
• Ensure compliance with security policies and procedures.
• Assist