Alexander Technology Group is currently working with a Managed Service Provider (MSP) that is looking to hire a Client Services Coordinator to join their team.
Key Responsibilities:
- Service Desk Operations:
- Oversee the daily operations of the IT service desk, ensuring all incidents and service requests are resolved in a timely manner.
- Monitor and manage service desk performance metrics, including response and resolution times, and ensure compliance with service level agreements (SLAs).
- Team Coordination:
- Coordinate and schedule the service desk team, including shifts and workload distribution.
- Provide guidance, training, and support to service desk staff to improve service delivery and technical capabilities.
- Incident and Problem Management:
- Act as the primary escalation point for complex technical issues and service requests.
- Collaborate with other IT teams to resolve incidents and problems, and ensure root cause analysis is conducted for recurring issues.
- Customer Service:
- Ensure a high level of customer satisfaction by maintaining effective communication with users throughout the incident and request lifecycle.
- Gather feedback from users to identify areas for improvement and implement solutions to enhance service quality.
- Process Improvement:
- Identify opportunities for process optimization and efficiency improvements within the service desk.
- Develop and maintain documentation for service desk procedures and knowledge base articles.
- Reporting and Analysis:
- Generate regular reports on service desk performance and present findings to IT management.
- Analyze trends and patterns in service desk activity to address potential issues proactively.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- 3+ years of experience in an IT support or service desk environment, with at least 1 year in a coordination or supervisory role.
- Strong knowledge of IT service management (ITSM) frameworks and best practices.
- Excellent communication and interpersonal skills.
- Proven ability to manage and resolve complex technical issues.
- Experience with service desk software and tools (e.g., ServiceNow, Jira Service Desk).
- ITIL certification is a plus.
