Service Desk Coordinator

The Service Desk operates in a fast-paced, 24/7 environment supporting our enterprise. It serves as the first point of contact for Enterprise Technology Services (ETS), providing resolution for customer incidents, handling inquiries, and assisting with Service Catalog Requests.

Our vision is to deliver a service-oriented single point of contact for IT issue resolution and request fulfillment, while our mission is to extend the client's member-centric service to employees by delivering first-contact resolution, timely escalation, and efficient management of incidents and service requests to enable global member support.

We seek innovative, adaptable individuals who thrive in dynamic environments, can multitask effectively, and leverage multiple systems/applications to promote customer satisfaction.

• Respond to inbound calls daily to provide technical support and troubleshooting.

• Provide assistance via web queues, outbound interactions, and email communication.

• Leverage available resources to resolve technical issues efficiently.

• Use PC applications (e.g., Word, Excel, database tools) to document, maintain, and report support activities.

• Escalate requests outside of scope as needed.

• Participate in weekly staff and mentor meetings.

• Maintain awareness of performance standards to promote team success.

• Adhere to client practices, policies, and procedures.

• Perform other related duties as assigned.

• Knowledge and understanding of the information technology field.

• Basic troubleshooting and technical problem-resolution skills.

• Exposure to enterprise systems and IT terminology.

• Experience solving standard administrative, operational, or system issues.

• Effective verbal and written communication skills.

• Strong soft skills and customer interaction finesse.

• Basic organizational, planning, and time management abilities.

• Ability to handle multiple tasks simultaneously with accuracy.

• Capable of working independently and collaboratively within a team.

• 3+ years of Tier 1 support experience or equivalent capabilities.

• Call center or front-line customer support experience.

• Knowledge of client operations, policies, and procedures.

• Familiarity with ITIL (Information Technology Infrastructure Library) principles.

• Previous customer service experience in a fast-paced environment.

• Experience using ServiceNow or similar ticketing software.