Job Description

Job Description

Job Description :

The Service Desk Coordinator is responsible for maximizing the utilization and prioritization of internal and field resources through the daily dispatch of service requests. This involves monitoring and managing incoming client requests to ensure they are dispatched to the appropriate resource and location. The ideal candidate must be an effective communicator, well-organized, and able to multitask.

Basic Functions :

• Coordinate staff activities, not provide direct technical support.
• Act as the single point of contact for customers to coordinate service delivery.
• Manage ConnectWise calendar appointments for technical support staff to optimize project and support work utilization.
• Pre-process service requests received via email, manual entry, or direct customer input.
• Monitor resource schedules to ensure prompt time entry on service requests.
• Communicate with customers to keep them informed of incident progress, upcoming changes, and outages.
• Create service tickets for technical support staff.
• Track and manage the location of all technical support staff to ensure timely support activities and issue resolution.
• Assist in creating and processing estimates and orders.

Primary Objectives & Responsibilities :

• Coordinate with clients and staff to schedule service tickets effectively.
• Collaborate with clients, support staff, and management to prevent scheduling and prioritization issues.
• Maximize the efficiency and effectiveness of technical support staff schedules.
• Create new requests from phone calls and provide immediate support for simple or quick requests when possible.
• Schedule equipment or software installations based on estimated scope of work.
• Review and prioritize outstanding support requests.
• Assign and update ticket priority levels according to company standards and client feedback.
• Ensure resources are appropriately assigned, informed, and equipped to perform their tasks.
• Review root causes of delays or rescheduling to improve work efficiency and timely resolution.
• Schedule routine, on-demand, and emergency activities.
• Maintain accurate reflection of scheduled work in the ConnectWise Dispatch Portal, including on-site, remote, or out-of-office statuses.
• Coordinate rescheduling for urgent support requests as needed.
• Monitor staff location and availability.
• Ensure staff status (on-site/remote) and on-call schedules are current and accurate.

Job Tags

Similar Jobs