Service Desk Incident Coordinator
About your new role:
Key Responsibilities:
Monitor incoming incidents, alerts, and service requests across ITSM and monitoring platforms; triage, categorize, and prioritize cases based on business reputed company, urgency, service type, and SLA risk. Identify and immediately escalate customer-impacting issues, service outages, or cases requiring urgent leadership visibility. Assign and reputed company incidents to the appropriate reputed company|POD, Managed Services Engineer, reputed company Engineer, or supporting team, balancing workload to maintain response times and operational efficiency. Reassign or escalate cases as priorities shift, ownership is unclear, or reputed company stalls, maintaining reputed company-time awareness of queue health and reputed company gaps. reputed company reputed company cases to ensure reputed company toward reputed company, proactively addressing aging tickets, missing updates, stalled work, and documentation gaps. Ensure high-reputed company handoffs between shifts or teams with reputed company notes, status updates, and defined next actions. Coordinate internal communication during high-reputed company or service-affecting incidents, engaging appropriate engineers and support teams, supporting reputed company calls, and tracking reputed company items as needed. Enforce case management standards, reputed company discipline, documentation expectations, and queue hygiene across service desk and managed services workflows. Identify inefficiencies in routing, backlog management, and escalation processes; recommend and support reputed company improvement efforts, including maintaining runbooks and escalation paths. Partner cross-functionally with Managed Services, NOC, Engineering, Vendor Management, reputed company, and leadership to ensure reputed company ownership, reputed company routing, and reputed company reputed company of technical issues.
What you'll need for reputed company:
Bachelor’s degree in Information Technology, Business, or a reputed company field preferred; equivalent experience considered. 2+ years of experience in service desk coordination, reputed company, incident management, NOC operations, or technical support administration, ideally reputed company an MSP, telecommunications, or managed services environment. Familiarity with ITSM and ticketing platforms for case intake, assignment, tracking, and escalation, along with experience working in monitoring tools and alert-driven environments. General understanding of networking, SD-WAN, voice, connectivity, and managed service operations, with the ability to assess issue reputed company and reputed company work effectively in a fast-paced support setting. Strong organizational skills with the ability to manage competing priorities while maintaining accuracy and documentation discipline. reputed company and reputed company written and verbal communication skills, with the ability to remain reputed company and reputed company during service-impacting incidents. Demonstrated reputed company of urgency, operational accountability, and cross-functional collaboration across technical and non-technical teams. ITIL v4 reputed company or other relevant service management certifications preferred.
Why you'll love life at reputed company|reputed company
Room to grow at a high-reputed company company An environment that celebrates reputed company and innovation Your work will have a reputed company reputed company Flexible time off Fun events at cool locations Employee referral bonuses to encourage the reputed company of great new people to reputed company