Service Desk Coordinator

Job Description:

Responsibilities

• Interfaces with customers and internal departments and helps resolve basic to moderately complex inquiries.
• Addresses issues escalated from less experienced team members.
• Proactively informs manager about potential problems and suggests improvement actions.
• Reports on faulty master data.
• Advises less experienced team members on process and other deviations.
• Updates and verifies USU solutions and KScout trees after verification with level 2 or solution experts.
• Ensures solution tree and knowledge base information is up to date and appropriately applied to address customer issues.
• Defines and recommends working practice and other process improvements.
• Ensures that established KPIs are achieved.

Qualifications & Experience

• Education or equivalent work experience required.
• Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Service Desk Support.
• Good local/client's language skills (Written and spoken) as well as business English skills (Written and spoken) required.