Service Desk Coordinator

Job Description: Detroit IT is looking for a Service Desk Coordinator to be the first line of contact for all client support needs and to 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 manner. Evaluate, prioritize, and communicate service requests within the Service Level Agreement (SLA). Responsible for the scheduling of technician’s on-site visits. Communicate and escalate any major system issues (Severity 1). Responsible for service desk time tracking accuracy.

Review and understand ticket requirements and capture missing information. Communicate daily with clients regarding ticket status and plan of action. Follow up with any on-site visits to ensure the highest level of customer satisfaction. Job Requirements: Excellent communication skills. Ability to multi-task in a fast-paced environment.

Ability to understand technologies that are sufficient to making assignment decisions. Strong organization skills. Strong interpersonal skills but aggressive in managing expectations. Motivated and task oriented. Required Education/Technical Skills: Bachelor’s Degree in Information Technology, Business Administration, or a related field preferred.

Previous employment in a corporate environment. A+ certification is a plus. About Detroit IT Detroit IT is a managed service provider with offices in Birmingham and Detroit Michigan. Since 2001, we have been providing IT support, IT consulting, cloud solutions, and networking to some of Michigan's best companies .