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.
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.