Service Desk Analyst / Coordinator

Position Overview

The Service Desk Coordinator plays a vital role in our IT services company by managing the daily operations of our client support team. This position focuses on coordinating support requests, managing team schedules, and ensuring client needs are addressed promptly and efficiently. The ideal candidate will be an organized, people-focused professional who can coordinate multiple priorities while maintaining excellent communication with both clients and team members.

Key Responsibilities

Service Coordination

• Manage the flow of client support requests, ensuring they are properly logged, categorized, and assigned to appropriate team members
• Coordinate the dispatch of technicians for remote & on-site visits, optimizing travel schedules and client appointments
• Monitor service timelines to ensure client commitments are met
• Act as a central point of contact for clients and internal teams
• Maintain service records and documentation

Team Coordination

• Oversee daily team schedules and workload distribution
• Coordinate staff rosters, leave planning, and ensure adequate coverage
• Run regular team meetings to share information and address challenges
• Support the onboarding process for new team members
• Foster a positive team environment focused on client satisfaction

Reporting and Administration

• Prepare regular reports for the Operations Manager on service performance
• Track and analyse service trends and client feedback
• Maintain accurate client records and service history
• Develop and update process documentation
• Assist with administrative tasks related to service delivery

Client Relationship Management

• Serve as an escalation point for client concerns or complex issues
• Maintain positive relationships with client contacts
• Follow up with clients to ensure satisfaction with completed work
• Communicate proactively about service status and updates

Process Adherence & Improvement

• Ensure established business processes are followed
• Identify and implement ways to improve service efficiency
• Gather feedback from team members and clients for continuous improvement
• Help develop standard procedures for common support scenarios
• Contribute ideas to enhance client experience

Required Qualifications

Education and Experience

• Diploma or Bachelor's degree in Business Administration, Customer Service, or related field
• 2+ years of experience in a coordination, administration, or customer service role
• Experience in a service-oriented industry
• Previous experience in a team leadership or supervisory role preferred

Skills

• Excellent organizational and time management abilities
• Strong written and verbal communication skills
• Proficiency with Microsoft Office suite (particularly Excel and Outlook)
• Experience with customer relationship management or ticketing systems
• Ability to prioritize tasks and manage competing demands

Personal Attributes

• Detail-oriented with strong follow-through
• Excellent interpersonal and customer service skills
• Positive, solution-focused attitude
• Ability to remain calm under pressure
• Strong work ethic and professional demeanour
• Team player with leadership capabilities

Working Conditions

• Full-time position, Monday to Friday
• Modern office environment