Service Desk Coordinator

2 days ago


Delhi, Delhi, India Diversified Full time
Job Summary

The Service Desk Coordinator serves as the primary point of contact for clients to report issues. These issues are received via various channels, including phone, email, chat, and the customer portal. The primary responsibility is to work within the ticketing system to document all interactions with the client.

Key Responsibilities:

  • Receive and track service requests from clients through multiple channels.
  • Create new service requests in the ticketing system.
  • Complete Technician Check-Ins, including scope of work verification and tool validation.
  • Make proactive calls to monitor tickets.
  • Collaborate with team members to ensure proper ticket entitlement and coverage.
  • Adhere to departmental and company-wide guidelines, practices, policies, and procedures.
  • Log and track issues accurately using the incident/problem management database (ConnectWise).
  • Provide timely updates to clients regarding changes to their service tickets.
  • Communicate with prospective clients and refer them to Sales as necessary.
  • Determine when an issue requires escalation to a higher-level support member or management.
  • Prioritize issue resolution while maintaining quality and delivering excellent service to clients.
Job Qualifications

Requirements:

  • High School Diploma or equivalent required.
  • Excellent communication skills, both verbal and written.
  • Able to empathize with clients' issues and provide clear instructions.
  • Patience and professionalism in handling customer inquiries and concerns.
  • Experience in a customer-facing role preferred.
  • Able to solve problems and adapt to variable situations.
  • Strong organizational skills to manage multiple service tickets efficiently.
  • Attention to detail in logging accurate information in databases.
  • Open to feedback and direction.
  • Commitment to following guidelines, practices, policies, and procedures.
About Diversified

We offer a competitive salary range of $45,000 - $65,000 annually, commensurate with experience and location. Our team environment values collaboration and teamwork, ensuring proper ticket coverage and resolution. If you're passionate about delivering exceptional customer service, we encourage you to explore this opportunity.



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