Help Desk Coordinator Salary
Job Description for Help Desk Coordinator
Help desk coordinators are responsible for overseeing help desk staff members who are tasked with assisting customers remotely, by e-mail or phone, or in-person. Help desk coordinators usually have basic management duties, such as hiring, scheduling, and providing employee evaluations and feedback. They also perform periodic checks of hardware and software to ensure that they are functioning properly.Read More...
It is important that these coordinators provide motivation and direction to their teams, as some may need to administer training materials and speak in front of small or large audiences. When there are gaps in employee knowledge, these coordinators should try to fill them, as well as perform periodic and random audits to ensure that the help desk employees are providing good customer service. Coordinators may also be responsible for resolving issues with customer complaints; when questions cannot be answered by the help desk staff, the coordinator may take over, so strong knowledge of the company's offerings is essential in this position.
Some help desk jobs may be more technical than others and many deal with information technology (IT) issues, so it is recommended that aspiring help desk coordinators maintain advanced technical knowledge. Strong report-writing skills are also important, as these coordinators periodically report performance metrics to upper management. Because this is job entails multiple responsibilities, the abilities to multitask and work well under pressure are essential.
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.
Computer Help Desk Representative Job Listings
Search for more jobs:
Popular Skills for Help Desk Coordinator
Help Desk Coordinators generally report applying a varied skill set to their work. Most notably, skills in Customer Service, Windows Operating System General Use, Help Desk / Desktop Support, and A+ are correlated to pay that is above average, with boosts between 7 percent and 19 percent. Skills that pay less than market rate include Microsoft Word, Help Desk / Desktop Support, and Microsoft Excel. Those proficient in Help Desk / Desktop Support are, more often than not, also skilled in Help Desk / Desktop Support (Tier 2) and Microsoft Office.
Pay by Experience Level for Help Desk Coordinator
Median of all compensation (including tips, bonus, and overtime) by years of experience.
For Help Desk Coordinators, more experience in the field does not usually mean bigger paychecks. People who have worked for fewer than five years bring home $38K on average. Median compensation in the five-to-10 year group, however, is higher at approximately $42K. Help Desk Coordinators with one to two decades of relevant experience report an average salary of approximately $53K. Individuals who have achieved more than 20 years of experience don't seem to earn much more than people who have 10 to 20 years under their belts; the more senior group reports an average income of $55K.