IT Service Desk Coordinator (MSP)
Location: Boise, ID
Job Type: Full time
Company: K2 Staffing
Salary: $
Category: IT - Help Desk Support
Job Description Apply Now
IT Service Desk Coordinator (MSP) Job OverviewWe are seeking an experienced IT Service Desk Coordinator (MSP) for a full-time position with a leading Managed Services Provider (MSP) in Boise, ID. As an IT Service Desk Coordinator (MSP), you will be the primary point of contact for clients, ensuring effective communication and seamless management of service tickets within the organization. This role is essential to maintaining high client satisfaction and supporting the technical team by efficiently coordinating administrative and dispatch-related tasks. Working in Boise, ID offers a vibrant tech community and a supportive environment for professional growth in the IT industry.
Key Responsibilities- Oversee and manage the ticketing system, ensuring all incoming service requests are promptly addressed and assigned to the appropriate technicians.
- Track and manage open tickets by collaborating with technicians to ensure timely updates, accurate status changes, and proper closure of service tickets.
- Create and update service tickets based on requests received through emails, phone calls, verbal communications, or voicemails.
- Schedule and coordinate both onsite and remote service calls, aligning with the resource schedule to meet client needs.
- Assist technicians by entering necessary charges into tickets and providing administrative support for ticket management.
- Maintain proactive communication with clients regarding the status and expected timeframes of their service tickets, including any necessary rescheduling.
- Track tickets awaiting parts, update statuses upon part arrival, and coordinate follow-up appointments with clients.
- Monitor and drive tickets toward completion by identifying and addressing potential bottlenecks or delays in the process.
- Coordinate and review the daily schedule of resources and ensure ongoing review and progress of all open tickets with technical staff.
- Provide backup support for incoming support calls, efficiently taking messages or forwarding calls to the appropriate team member as needed.
- Deliver timely and accurate communication to clients on the status of their open tickets, ensuring expectations are met and exceeded.
- Monitor certain IT services to verify that standard processes are functioning properly.
- Contribute insights and relevant details for technician annual performance reviews in collaboration with the Director of IT Services.
- Serve as the resident expert in Autotask, providing training and onboarding for new employees on the platform.
- Track weekly metrics related to service delivery and recommend process improvements as needed to enhance operational performance.
- Advanced computer skills and a strong understanding of various operating systems, network administration, and service desk administration are highly valued.
- Exceptional written and verbal communication skills to work effectively with clients, team members, and management, as well as to explain technical issues clearly.
- Demonstrated analytical and problem-solving abilities to address and resolve service-related issues efficiently.
- Strong organizational and time management skills to ensure the smooth progression and completion of service tickets.
- Excellent resource planning and task scheduling capabilities to support the technical team and optimize service delivery.
- Experience with industry-standard software such as ConnectWise, Autotask, and ITGlue.
As an IT Service Desk Coordinator (MSP) in Boise, ID, you will play a pivotal role in maintaining operational efficiency and high service standards within a dynamic MSP environment. This full-time opportunity is ideal for individuals passionate about technology, client service, and process management in a collaborative team setting.