Help Desk Coordinator

Job Description

About the Team/Role

We are seeking a technically skilled and customer-focused Technology Service Desk Agent to join our dynamic team. The ideal candidate will be adept at providing high-quality support, training users, and encouraging self-service through innovative solutions. A mindset oriented toward AI and technology utilization is essential. The role requires strong knowledge and adherence to ITIL/ITSM practices and excellent ITSM ticket hygiene.

**How you’ll make an impact

• Provide first-line support for all IT-related queries and issues through various channels (phone, email, chat).
• Troubleshoot and resolve technical issues efficiently and effectively.
• Maintain a high level of customer service, ensuring timely resolution and communication.
• Educate and train users on IT best practices and self-service tools.
• Utilize AI and automation tools to improve service delivery and user experience.
• Monitor and respond to service desk tickets, ensuring adherence to SLAs and XLAs.
• Document all incidents and service requests in the ticketing system with excellent ticket hygiene.
• Adhere to ITIL/ITSM best practices, ensuring process compliance and co...