Help Desk Service Coordinator

About the Position

---------- is seeking a highly organized and customer-focused Help Desk Service Coordinator to serve as the central point of contact for client support requests. This individual will be responsible for monitoring and managing the service ticket queue, triaging incoming requests, assigning work to the appropriate technical resources, coordinating scheduling, and ensuring an exceptional client experience from ticket creation through resolution.

The ideal candidate combines outstanding customer service skills with strong organizational abilities and a solid understanding of basic IT concepts. This role requires the ability to prioritize effectively, communicate clearly, and maintain accountability for all open support requests.

Key Responsibilities
Service Operations
Monitor and manage the help desk ticket queue throughout the business day.
Review, categorize, prioritize, and assign incoming support requests to the appropriate technical resources.
Ensure all new service requests receive timely acknowledgment and status updates.
Maintain ownership and visibility of all open tickets, regardless of assigned engineer.
Track ticket progress and proactively follow up to prevent delays.
Escalate urgent issues according to established service procedures.
Coordinate onsite and remote service appointments.
Assist with dispatching engineers and balancing workload assignments.
Client Communication
Serve as a primary point of contact for clients regarding support requests.
Answer incoming support calls and gather information needed for proper ticket creation.
Provide professional and timely updates regarding ticket status and progress.
Follow up with clients after ticket completion to confirm satisfaction and resolution.
Maintain a friendly, professional, and service-oriented demeanor in all interactions.
Administrative Coordination
Schedule appointments between clients, engineers, and third-party vendors.
Coordinate activities requiring multiple resources or external support providers.
Maintain accurate documentation within the ticketing system.
Ensure tickets contain sufficient information for efficient technical resolution.
Assist with reporting, service metrics, and workflow administration.
Basic Technical Support
Resolve routine technical issues when appropriate and within skill level.
Perform basic account administration tasks such as password resets and user updates.
Collect troubleshooting information to assist technical staff.
Identify when issues require escalation to specialized engineers.
Qualifications
Required
Excellent customer service and interpersonal communication skills.
Strong organizational and time management abilities.
Ability to manage multiple priorities in a fast-paced environment.
Professional verbal and written communication skills.
Strong attention to detail and follow-through.
Experience working with help desk ticketing systems, CRM platforms, or service management software.
Proficiency with Microsoft 365 applications including Outlook, Teams, Word, and Excel.
Ability to learn technical concepts and communicate effectively with both technical and non-technical individuals.
Preferred
Previous experience working for a Managed Services Provider (MSP).
Experience in a help desk, dispatcher, service coordinator, or customer support role.
Familiarity with Autotask, ConnectWise, HaloPSA, or similar PSA/ticketing systems.
Understanding of Microsoft 365 administration.
Basic knowledge of:
Windows 10/11
Active Directory
Microsoft 365

Email systems
Computer hardware
Networking fundamentals
Printers and scanners
Desired Skills
Exceptional customer service mindset
Strong problem-solving abilities
Ability to prioritize competing requests
Dependability and accountability
Professional phone etiquette
Critical thinking
Team collaboration
Conflict resolution
Multitasking under pressure
Documentation and record keeping
Adaptability and willingness to learn
Success Measures

A successful Help Desk Service Coordinator will:

Ensure all support requests are acknowledged promptly.
Maintain accurate ticket routing and prioritization.
Help improve response times and client satisfaction.
Keep technicians productive by providing complete ticket information.
Actively follow up on open tickets and aging requests.
Serve as a trusted and professional representative of ---------- .
Compensation and Benefits

Compensation is competitive and commensurate with experience. Full-time employees are eligible for company benefits, paid time off, professional development opportunities, and career advancement within our growing technology services organization.