Service Coordinator
CurrentProactively managed and promptly resolved critical issues ("fires") as they emerged.Ensured timely and effective communication with customers regarding escalated tickets, addressing their concerns with diligence.Collaborated closely with technical staff to efficiently manage schedules and handle escalated cases.Efficiently coordinated the dispatching of resources to client sites, guaranteeing punctual service delivery.Supervised the ticket approval process and diligently reviewed timesheets for approvals.Maintained transparent communication channels with the executive team, providing regular updates on project status and addressing any technical staff issues.Spearheaded the team in executing day-to-day Service Desk duties and responsibilities.Monitored and took action on Key Performance Indicators (KPIs) for Service Desk performance, both at the team and individual levels.Mentored team members, provided comprehensive training, and conducted thorough performance evaluations.Addressed client complaints, swiftly resolving issues, and implementing effective solutions.Actively contributed to process improvements and consistently adopted best practices to enhance team performance.Strategically planned, prioritized, and scheduled help desk activities, optimizing issue resolutions within tight timeframes.Flexibly undertook Level 1 and Level 2 work as needed to support team operations.
