Black Birch Group, Inc.
Service Desk Coordinator
🇩🇲Santo Domingo Este, Santo Domingo Province, Dominica1 day ago
MidFull TimeEN
We are seeking a highly organized and customer focused Service Desk Coordinator to support the daily operations of the IT Service Desk. This role is responsible for coordinating ticket flow, monitoring service levels, supporting technician scheduling, communicating with users, and ensuring timely resolution of IT support requests.
The ideal candidate is proactive, detail oriented, and capable of managing multiple priorities in a fast paced technical environment while maintaining excellent customer service standards.
• Serve as a primary point of contact between end users and the IT support team
• Communicate ticket status updates, outages, and service interruptions to users and leadership • Coordinate technician schedules, workload balancing, and task assignments • Support onboarding and offboarding coordination related to IT access and equipment • Maintain professional communication with vendors and third party service providers
• Previous experience in a Service Desk, IT Support, or IT Coordination role
• Strong organizational and multitasking skills • Experience working with ticketing systems and IT support workflows • Excellent communication and customer service skills • Ability to prioritize and manage multiple requests simultaneously • Strong attention to detail and follow through
• Experience coordinating IT support teams or technical operations • Familiarity with ITIL concepts and service management best practices • Basic understanding of Microsoft 365, networking, and endpoint support • Experience with reporting and SLA tracking
• IT ticketing systems • Microsoft Office 365 • Service Desk operations • SLA tracking and reporting • Documentation management • User support coordination
• Strong customer service mindset • Excellent communication skills • Time management and prioritization • Problem solving and critical thinking • Team collaboration • Accountability and organization • Ability to work under pressure in fast paced environments
