SERVICE DESK COORDINATOR
RETAIL TECH INC · 8600 SHELBY COURT 200 - CHANHASSEN, MN 55317 ·
- Category
- Support
Summary
The Service Desk Coordinator supports the incident response and service request function by coordinating the intake, execution, and closure of service work orders. Working as part of a team, this role ensures service requests are documented correctly, resourced appropriately, and completed in accordance with customer agreements, company standards, and service level expectations.
Key Responsibilities
Administration
- Receive and acknowledge service requests from clients
- Ensure all service requests are accurately created, documented, and maintained in the FSL system
- Schedule service requests in alignment with client expectations and agreed service levels
- Publish work orders to required systems with complete and accurate documentation
Resource Coordination
- Assign technicians and support resources to Service Desk work orders
- Coordinate Level 1 and Level 2 support activities
- Purchase client-approved materials required to fulfill service requests
- Monitor and coordinate delivery of equipment and materials
Client Service & Communication
- Manage service requests throughout the lifecycle of each service event
- Communicate clearly with clients regarding status, changes, and resolution
- Support problem resolution efforts to ensure customer satisfaction
Closure & Financial Readiness
- Ensure service work orders are completed in accordance with customer agreements and standard practices
- Confirm vendor contracts are closed and invoices are received and applied to work orders
- Review costs and pricing to prepare completed work orders for invoicing
- Other duties as assigned
Key Competencies
- Critical thinking and problem-solving
- Planning and organization
- Strong communication skills
- Attention to detail
- Adaptability and resilience
- Teamwork and collaboration
- Reliability and accountability