Service Desk Coordinator

Job description

Primary Roles & Responsibilities: - Primary point of contact for clients requesting services. - Monitor service desk cases to ensure they are moving through the system toward resolution. - Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities. - Acquire and deploy field service operations resources (internal and staff augmentation) required to deliver client service requests with the right skills at the right location, time and cost to achieve the optimal mix and use of skills to realize the financial goals. - If supporting a 24/7/365 customer, able to smoothly transfer information, outstanding issues and tasks at the end of each shift and have flexibility to cover other shifts as needed in a 24/7/365 Service Desk environment. - Provide input to management related to deployment, demand, capacity and utilization obstacles. - Coordinate with resource management to attain maximum utilization of deployable field service operations resources. - Utilize escalation and exception paths, process and systems to report current performance and make recommendations for improvement of performance. - Analyze case data to id...