Service Desk Operations Coordinator | Service Desk Operations Coordinator

Job Summary

This role involves coordinating the operations and quality assurance of the Service Desk for a key client, ensuring reliable service plans, stable performance, and high customer satisfaction. Day-to-day tasks include adjusting and controlling service schedules, rotations, and coverage hours, evaluating the quality of responses against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), and proposing corrective actions based on performance data. The coordinator acts as a crucial communication link between the team manager and Service Desk agents, prepares weekly/monthly reports, maintains the knowledge base, and assists with the integration of new colleagues. This position offers the opportunity to work with agile methodologies and modern technologies, providing flexible working hours and the option to work remotely or at the client site. Candidates must possess confirmed experience in an IT Service Desk environment and strong proficiency in ITSM/ITIL practices, coupled with excellent communication skills and a service-oriented mindset.