Service Desk Coordinator Job Description [Updated for 2025]

In the modern business environment, the role of Service Desk Coordinators has never been more vital.

As businesses evolve, the demand for proficient individuals who can orchestrate, enhance, and protect our service desk operations escalates.

But let’s delve deeper: What’s truly expected from a Service Desk Coordinator?

Whether you are:

• A job seeker trying to understand the core of this role,
• A hiring manager outlining the perfect candidate,
• Or simply intrigued by the intricacies of service desk coordination,

You’ve come to the right place.

Today, we present a customizable Service Desk Coordinator job description template, crafted for effortless posting on job boards or career sites.

Let’s get started.

Service Desk Coordinator Duties and Responsibilities

Service Desk Coordinators are vital to ensuring that all IT-related issues within an organization are addressed swiftly and efficiently.

They serve as the first point of contact for troubleshooting and providing technical support to all users.

The duties and responsibilities of a Service Desk Coordinator include:

• Responding to user inquiries and requests for assistance with the organization’s computer systems or PCs
• Logging and managing all service requests and incidents in the service desk management system
• Identifying, diagnosing, and resolving technical problems
• Escalating complex problems to the relevant IT personnel
• Assisting with the implementation of IT solutions
• Providing updates and follow-up to end users about their service requests
• Maintaining a high level of customer service at all times
• Training and supporting staff on new software and hardware systems
• Managing and maintaining inventory of all IT assets and equipment
• Generating regular reports on service desk performance and productivity
• Keeping updated on the latest technology and software updates

 

Service Desk Coordinator Job Description Template

Job Brief

We are seeking a dedicated Service Desk Coordinator to manage customer service inquiries and problems via the telephone, email and in-person.

The Service Desk Coordinator’s responsibilities include maintaining a professional relationship with customers, ensuring that all service desk requests, incidents and problems are identified, logged and resolved efficiently.

Our ideal candidates are excellent communicators who can manage multiple tasks, troubleshoot, and provide excellent customer service.

 

Responsibilities

• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Provide first level contact and convey resolutions to customer issues
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through problem-solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation and closure
• Recommended procedure modifications or improvements
• Preserve and grow knowledge of help desk procedures, products and services

 

Qualifications

• Proven work experience as a Service Desk Coordinator or IT helpdesk technician
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• BS degree in IT, Computer Science or relevant field

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
Retirement plan
• Paid time off
• Professional development opportunities

 

Additional Information

• Job Title: Service Desk Coordinator
• Work Environment: Office setting with options for remote work. May be required to work in shifts.
• Reporting Structure: Reports to the Service Desk Manager or IT Manager.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $45,000 minimum to $60,000 maximum
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does a Service Desk Coordinator Do?

A Service Desk Coordinator is a crucial part of any IT department, often serving as the first point of contact for users who are experiencing technical difficulties.

Their primary role is to provide technical support to users, troubleshooting and resolving issues with hardware, software, networks, and systems.

They may also assist with setting up and configuring new equipment or software.

Service Desk Coordinators often maintain a log of reported issues and their resolutions, aiding in the identification of recurring problems or trends.

This data can be used to develop strategies to improve system performance and user satisfaction.

They may also be tasked with training users on how to use certain types of software or hardware, as well as providing general IT education to help users avoid future technical issues.

Service Desk Coordinators frequently work with other IT professionals to address more complex problems or to implement system upgrades or modifications.

They need to have excellent communication skills, as they often have to explain technical concepts to non-technical users in a clear and understandable manner.

In some organizations, they might have the responsibility of managing service desk personnel, including scheduling shifts, monitoring performance, and ensuring that all user requests are handled in a timely manner.

They often play a significant role in maintaining the smooth operation of an organization’s IT infrastructure.

 

Service Desk Coordinator Qualifications and Skills

A competent Service Desk Coordinator should possess the following qualifications and skills to effectively perform their role:

• Exceptional customer service skills to handle and resolve customer inquiries and complaints efficiently and professionally.
• Strong communication skills to clearly understand the issues reported by users and convey solutions to them in a comprehensible manner.
• Technical knowledge and understanding of IT systems, software, and hardware to accurately troubleshoot and resolve issues.
• Ability to multitask and manage multiple requests at a time while maintaining attention to detail and organization.
• Problem-solving skills to identify, analyze, and effectively resolve technical issues.
• Time management skills to ensure timely and efficient resolution of service requests and incidents.
• Teamwork skills to collaborate with other IT team members and departments to resolve complex issues.
• Knowledge in ITIL processes and Service Desk operations for effective incident management and service delivery.

 

Service Desk Coordinator Experience Requirements

Service Desk Coordinators typically have at least 1 to 2 years of experience in an IT helpdesk or customer service role.

This experience often includes working with IT ticketing systems, providing technical support, and managing customer inquiries.

Training or certification in IT support services, like A+ or Network+, could also be part of their experience.

Knowledge of ITIL (Information Technology Infrastructure Library) processes is often required, and practical experience in implementing these processes can be beneficial.

Candidates with 3 to 5 years of experience often have a deeper understanding of IT service management, have worked with a wider range of technical issues, and may have been responsible for training or overseeing other team members.

They are likely to be proficient in using various service desk software and tools.

Those with more than 5 years of experience are often seasoned professionals who have demonstrated their ability to manage large-scale service desk operations.

They may have experience in managing teams, coordinating with different IT departments, and developing service desk policies.

At this level, they may be ready for a managerial position or a role involving strategic planning for the service desk.

 

Service Desk Coordinator Education and Training Requirements

Service Desk Coordinators generally require a high school diploma or equivalent, but an associate’s or bachelor’s degree in computer science, information technology or related field is often preferred.

They should have a solid understanding of computer systems, networks, and software applications.

This can be gained through a combination of formal education, self-study, and on-the-job training.

Many Service Desk Coordinators start their careers in entry-level support positions and move up by gaining experience and additional training.

Additionally, certifications such as Microsoft Certified Solutions Expert (MCSE), CompTIA A+, or HDI-SCA (HDI Support Center Analyst) can enhance job prospects and attest to a candidate’s competence in managing service desks.

Strong problem-solving skills, excellent communication abilities, and a customer-oriented approach are also critical for this role.

Some employers may also prefer candidates with experience using specific help desk software or ticketing systems.

Continued professional development and staying updated with the latest trends in technology and customer service practices is also important for career advancement in this field.

 

Service Desk Coordinator Salary Expectations

A Service Desk Coordinator earns an average salary of $45,000 (USD) per year.

The actual earnings may fluctuate depending on factors such as the individual’s level of experience, specific skills, geographical location, and the company they work for.

 

Service Desk Coordinator Job Description FAQs

What skills does a Service Desk Coordinator need?

A Service Desk Coordinator should possess strong communication and interpersonal skills to address queries from customers effectively.

They should have a firm understanding of IT systems and operations to be able to troubleshoot issues.

In addition, they should be adept at multitasking, managing stress, and be detail-oriented to keep track of various queries and issues.

 

Do Service Desk Coordinators need a degree?

While not always necessary, a degree in Information Technology, Computer Science, or a related field can be beneficial for a Service Desk Coordinator.

However, most employers prioritize experience in a helpdesk or customer service environment.

Relevant certifications, like the ITIL or Help Desk Institute Customer Service Representative Certification, can also be advantageous.

 

What should you look for in a Service Desk Coordinator resume?

When reviewing a Service Desk Coordinator’s resume, look for previous experience in customer service or IT support roles.

Any technical certifications should also be highlighted.

Proficiency in using helpdesk software or ticketing systems, and knowledge of IT systems and networks, are critical.

Soft skills like communication, problem-solving, and organizational skills are also important.

 

What qualities make a good Service Desk Coordinator?

A good Service Desk Coordinator is patient, empathetic, and has excellent problem-solving skills.

They must be able to multitask and prioritize issues based on their urgency.

Excellent communication skills are a must as they interact with people from various backgrounds.

Technical expertise to troubleshoot common IT problems is also vital.

 

Is it difficult to hire a Service Desk Coordinator?

The difficulty in hiring a Service Desk Coordinator can vary based on the organization’s specific needs.

In general, it can be a challenge to find a candidate that balances strong customer service skills with technical know-how.

Thus, having a clear and detailed job description can help attract the right talent.

 

Conclusion

And there you have it.

Today, we’ve revealed the true essence of being a Service Desk Coordinator.

And you know what?

It’s not just about answering calls.

It’s about orchestrating seamless support services, one inquiry at a time.

With our comprehensive Service Desk Coordinator job description template and real-world examples, you’re ready to step into action.

But why stop there?

Immerse yourself further with our job description generator. It’s your ideal aid in crafting spot-on listings or refining your resume to excellence.

Remember:

Every call addressed is part of a larger service puzzle.

Let’s solve that puzzle. Together.

How to Become a Service Desk Coordinator (Complete Guide)

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