Service Desk Coordinator Position Available In Cobb, Georgia

Service Desk Coordinator ServIT Inc Kennesaw, GA 30144

Job Title:

Service Desk Coordinator Description:

As a Service Desk Coordinator at ServIT, you will serve as the frontline of our technical support operations, ensuring that client issues are efficiently logged, tracked, and resolved in alignment with our service level agreements (SLAs). You will manage incoming service requests, monitor ticket queues, and coordinate with technical staff to provide timely and effective support. Your professionalism, attention to detail, and client-focused mindset will play a key role in delivering an exceptional support experience.

Key Responsibilities:

Client Engagement:

Act as the first point of contact for clients seeking technical assistance via phone, email, or ticketing portal.

Heavy Phone Support:

Handle a high volume of incoming support calls from clients, providing prompt and professional responses while accurately documenting information and ensuring issues are routed appropriately.

Ticket Management:

Create, update, and maintain detailed and accurate help desk tickets, capturing all relevant client information and technical details.

Task Coordination:

Assign tickets to appropriate technicians based on skillset, priority, and availability, ensuring a balanced and efficient workflow.

Queue Monitoring:

Regularly monitor ticket queues to ensure issues are addressed promptly and resolved within defined SLAs.

Issue Escalation:

Identify high-impact or complex issues and escalate them appropriately to senior technicians or management to prevent delays in resolution.

Client Communication:

Keep clients informed throughout the ticket lifecycle, providing timely updates, managing expectations, and ensuring a transparent support experience.

Satisfaction & Follow-Up:

Confirm successful resolution of client issues and gather feedback to drive continuous improvement in service delivery.

Knowledge Management:

Contribute to internal documentation by creating, updating, or retiring knowledge base articles to support issue resolution and self-service.

Cross-Team Collaboration:

Partner with technical support, project teams, and account management to resolve issues and enhance the overall client experience.

Process Improvement:

Identify opportunities to enhance service desk workflows and support processes to increase efficiency and client satisfaction.

Requirements:

1-3 years of experience in a similar customer support or help desk coordination role, ideally within an IT Managed Services or technical support environment. Familiarity with help desk ticketing systems. Strong communication skills, both verbal and written, with the ability to effectively convey technical information to non-technical users. Proven ability to manage multiple tasks and prioritize effectively in a fast-paced environment. Attention to detail with strong organizational and follow-through capabilities. Proactive mindset and problem-solving approach to resolving service issues. Proficiency in Microsoft Office Suite (Word, Excel, Outlook); experience with additional productivity tools a plus. Availability to work some holidays as part of a mandatory rotating holiday schedule.

Full Time Salaried Position:

Excellent Benefits with Matching 401K. Paid Vacation and Sick Time. Drug/Alcohol free environment. Non-Smoking office & grounds . All candidates must go through a Criminal background check, EVerify Citizenship Check, Motor Vehicles Report & Mandatory Drug Test prior to employment.

Job Type:

Full-time Pay:

$18.00 – $20.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance

Schedule:

8 hour shift Day shift Monday to Friday Application Question(s): Do you confirm that the shift, salary and location all meet your needs to be considered for this role? Ability to

Commute:

Kennesaw, GA 30144 (Required)

Work Location:

In person