Job Summary
Fresher Job is seeking a motivated and detail-oriented Night Shift Service Desk Coordinator to join our dynamic team. In this role, you will serve as the first point of contact for our clients and internal teams, ensuring exceptional service delivery during the night shift hours. Your primary responsibility will be to oversee service desk operations, manage incidents and requests, and facilitate effective communication among team members and stakeholders. If you thrive in a fast-paced environment and possess excellent problem-solving skills, we want to hear from you!
Key Responsibilities
- Monitor and respond to incoming service requests via phone, email, and ticketing systems during the night shift.
- Ensure timely resolution of incidents and requests in accordance with service level agreements (SLAs).
- Act as a liaison between clients and technical support teams, ensuring clear communication and effective issue resolution.
- Maintain accurate documentation of incidents, requests, and resolutions in the service desk management system.
- Conduct regular reviews of service desk performance metrics and prepare reports for management.
- Collaborate with IT teams to escalate complex technical issues and ensure swift resolution.
- Provide training and support to new team members, fostering a collaborative work environment.
- Identify opportunities for process improvements and recommend best practices to enhance service desk efficiency.
Required Skills and Qualifications
- Bachelors degree in Information Technology, Computer Science, or a related field preferred.
- Proven experience in a service desk or technical support role, preferably in a night shift capacity.
- Strong knowledge of IT service management principles and best practices.
- Excellent verbal and written communication skills, with a customer-focused approach.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Proficiency in using service desk ticketing systems and Microsoft Office Suite.
Experience
- Minimum of 2 years of experience in a service desk or IT support role.
- Familiarity with ITIL framework and incident management processes is a plus.
- Experience in a customer-facing role, demonstrating strong problem-solving capabilities.
Working Hours
- Night shift: 10 PM to 6 AM, Monday to Friday. Flexibility to work weekends or holidays as needed.
Knowledge, Skills, and Abilities
- Strong analytical and troubleshooting skills.
- Ability to work effectively under pressure and manage time efficiently.
- Understanding of networking concepts, operating systems, and hardware troubleshooting.
- Proactive mindset with a commitment to continuous learning and improvement.
Benefits
- Competitive salary and performance-based incentives.
- Health, dental, and vision insurance plans.
- Paid time off and flexible scheduling options.
- Opportunities for professional development and career advancement.
- Supportive team culture and a positive work environment.
Why Join
At Fresher Job, we value our employees and believe in fostering a culture of collaboration and growth. By joining our team, you will have the opportunity to work with talented professionals in a supportive environment that encourages innovation and creativity. We are committed to your professional development and offer various resources to help you succeed.
How to Apply
If you are ready to take your career to the next level and meet the qualifications outlined above, we invite you to submit your resume and a cover letter detailing your relevant experience. Please send your application to us with the subject line Night Shift Service Desk Coordinator Application. We look forward to hearing from you!
