Help desk coordinators assist with the technical support of a company's products and services. Help desk coordinators receive incoming support requests from customers or internal employees regarding concerns about their equipment or software. They troubleshoot problems over the phone, in person or online to resolve issues in a timely and efficient manner. Strong customer service skills are required as help desk coordinators regularly communicate with clients or employees as a primary function of their job. They will also report resolutions or escalate issues that cannot be resolved within the resources of the help desk. Help desk coordinators typically work with other technical personnel within the company to coordinate efforts. They follow procedures and policies specific to their company to ensure compliance with laws and budgeting restraints. They may maintain company-wide software like anti-virus programs, networking components, enterprise software, sales software, and office management software, as well as any equipment relevant to technical tasks. Help desk coordinators can also be responsible for assisting with new software or equipment changes throughout the organization.
Help desk coordinators typically have an expansive history in technology fields. Many positions require a minimum of a bachelor's degree in computers or technology and work experience with computers and software. Typical help desk coordinators have technology-specific certifications beyond collegiate education. They also normally work during business hours, especially when working with internal employees. However, many do work night and weekend shifts to ensure coverage throughout the day.
Help Desk Coordinator Tasks
- Answer, evaluate, and prioritize incoming telephone, voicemail, e-mail, and in person requests for assistance from users experiencing technical problems.
- Respond to technical issues as they arise.
- Provide continuous status information to ensure customer satisfaction.
- Initiate customer contact, escalate to appropriate parties and resolve incidents.