Junior Service Desk Coordinator

We're a forward-thinking organization that provides mission-critical IT infrastructure and support services to various sectors including healthcare, finance, education, and technology.

Key Responsibilities:

- Orchestrate daily service desk operations and manage support ticket workflows from inception to resolution.

- Document technical issues meticulously using standardized procedures and service desk platforms.

- Escalate intricate problems to appropriate IT specialists based on established protocols.

- Maintain comprehensive logs of all support activities and technical incidents for reporting purposes.

- Collaborate with cross-functional IT teams to ensure streamlined problem resolution processes.

- Monitor and enforce adherence to resolution timelines according to service level agreements.

- Provide consistent updates to users regarding the status of their technical support requests.

- Track and analyze key service desk metrics, including response times and satisfaction rates.

- Master various service desk tools and IT service management frameworks.

- Contribute to continuous improvement initiatives for service desk processes and methodologies.

Requirements and Qualifications:

- Associate's or Bachelor's degree in Information Technology, Computer Science, or related field.

- 0-2 years of experience in IT support, help desk, or customer service environment.

- Fundamental understanding of IT infrastructure, networks, and common software applications.

- Proficiency with ticket management systems such as ServiceNow, Zendesk, or Jira Service Desk.

- Exceptional communication skills with the ability to translate technical concepts for non-technical users.

- Meticulous organizational abilities and attention to detail when documenting and tracking issues.

- Adaptability and enthusiasm for learning emerging technologies and support methodologies.

- Foundational troubleshooting acumen for common hardware and software challenges.

- Capability to work autonomously while maintaining effective team collaboration in a remote setting.

- Experience with Microsoft Office 365, Google Workspace, or comparable productivity suites.