Found Description
The Service Desk Coordinator (SDC) is responsible for overseeing the service desk workflow, overseeing dispatching, managing ticket workflows and ensuring that all IT support requests are handled promptly and efficiently.
This role involves maintaining high levels of efficiency within the service desk and ensuring adherence to service level agreements (SLAs).
The SDC is a key point of contact for any Partner Care queries and a central point of contact for the coordination of Projects.
- Ticket Management: Oversee dispatch to ensure all incidents, service requests, and inquiries are logged, tracked, and resolved in a timely manner
- Coordination: Act as a point of contact for any dispatch queries in Partner Care/Quick Fix and ensure successful resolution
- Reporting: Generate and analyze reports on service desk performance, including key metrics like response times, resolution rates, and customer satisfaction scor...