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IT Service Desk Coordinator
Westernacher Consulting. Monitor incoming incidents and service requests, ensuring tickets are correctly categorized, prioritized, and assigned .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT service desk operations, incident management, and ticketing systems while ensuring effective communication and customer support. Capable of contributing to process improvements and maintaining service-level agreements.
Highest-signal resume keywords
IT Service Desk ExperienceIncident ManagementServiceNowStrong Communication SkillsCustomer-Focused Mindset
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementTicket LifecyclesService-Level AgreementsWindowsMicrosoft 365Entra IDActive Directory
Soft Skills
OrganizationFollow-UpProblem-Solving
Tools & Technologies
ServiceNowJira Service ManagementFreshserviceZendeskManageEngine
Industry Keywords
ITSMCustomer SupportService Coordination
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Monitor incoming incidents and service requests, ensuring tickets are correctly categorized, prioritized, and assigned
- Provide initial Level 0 support by gathering relevant information and guiding users through basic troubleshooting
- Follow up on open and aging tickets, identify potential service-level risks, and escalate issues when needed
- Keep users, service desk agents, and technical teams informed through clear and timely communication
- Maintain procedures and knowledge articles
- Support service reporting
- Contribute to process improvements
- Help create a smooth and reliable support experience for users across the organization
- Coordinate service desk activities and enable technical teams to deliver timely, high-quality support
Requirements
What you’ll need- 2 to 4 years of experience in an IT service desk, IT operations, customer support, or service coordination environment
- Familiarity with ITSM or ticketing platforms such as ServiceNow, Jira Service Management, Freshservice, Zendesk, or ManageEngine would be an advantage
- Basic understanding of incident management, ticket lifecycles, service-level agreements, Windows, Microsoft 365, and Entra ID or Active Directory
- Strong communication, organization, follow-up, and problem-solving skills
- Customer-focused mindset
Benefits
Comp & perks- Competitive remuneration package (salary, bonus, benefits)
- Inspiring, exciting, and innovative working environment
- International company culture and a minimal hierarchical structure
- Chance to work on complex projects from different industries
- Flexible working hours
- Hybrid working model