IT Service Desk Coordinator
Core
Central coordination point between end users, service desk agents, and technical teams to ensure incidents and service requests are handled effectively.
Role type
IT Service Desk Coordinator
Builds
IT service operations and user support workflows
Domain
IT Operations / Service Management
Deliverable
dashboards & analysis
Required skills
Ticket management, Incident prioritization, SLA monitoring, Escalation management, Stakeholder communication, Documentation maintenance, Service reporting, Process improvement
Preferred skills
ITSM platforms (ServiceNow, Jira, Freshservice, Zendesk), Windows/M365/Identity management basics
Responsibilities
Monitor and categorize incoming IT incidents and service requests; Provide initial Level 0 support and guide users through basic troubleshooting; Track open, pending, and aging tickets to identify SLA risks; Escalate unresolved or complex issues to technical teams; Maintain clear communication with end users, agents, and technical teams; Coordinate daily service desk activities; Maintain and update IT support procedures and knowledge base; Support service reporting by monitoring ticket volumes and performance indicators; Identify recurring issues and process gaps to improve efficiency.