Service Desk Coordinator

Service Desk Coordinator

Detroit IT provides IT services to businesses throughout Metro Detroit and Southeastern Michigan. We provide Exchange server support, Office 365 migrations, ongoing remote support, a fully staffed Helpdesk, managed IT services, and consulting that help business' run efficiently.

Detroit IT is looking for a Service Desk Coordinator to be the first line of contact for all client support needs and will act as a customer advocate by creating and prioritizing service desk tickets, monitoring service progress and communicating on status and resolution of requests.

Job Responsibilities:

• Answer calls in a timely, friendly and professional manor.
• Evaluate, prioritize and communicate service requests within the Service Level Agreement (SLA).
• Responsible for the scheduling of technician’s on-site visits.
• Responsible for service desk time tracking accuracy.
• Review and understand ticket requirements and capture missing information.
• Communicate and escalate any major system issues (Severity 1).
• Communicate daily with clients regarding ticket status and plan of action.
• Ensure all service requests have accurate time recorded.
• Follow up with any on-site visits to ensure the highest level of customer satisfaction.
  

Qualifications

• Excellent communication skills. Motivated and task oriented.
• Ability to multi-task in a fast-paced environment.
• Ability to understand technologies that are sufficient to making to making assignment decisions.
• Strong organization skills.
• Strong interpersonal skills but aggressive in managing expectations.

Required Education/Technical Skills:

• Bachelor’s Degree in Information Technology, Business Administration or a related field, preferred.
• A+ certification, a plus.
  

Additional Information

• Competitive pay package that includes base salary or hourly pay and potential to be included in the company bonus plan.

• A casual and fun work environment.

• Ongoing growth and development opportunities including training, on-the-job experiences, and volunteer opportunities.