Night Shift – Service Desk Coordinator

Job Summary

Fresher Jobs is seeking a dedicated and detail-oriented Service Desk Coordinator to join our dynamic team during the night shift. In this pivotal role, you will act as the first point of contact for users seeking technical assistance and will ensure efficient resolution of service requests. Your ability to troubleshoot, communicate effectively, and provide exceptional customer service will contribute to the overall success of our IT support operations.

Key Responsibilities

• Serve as the primary point of contact for all service desk inquiries during night shift hours.
• Monitor and respond to incoming service requests via phone, email, and ticketing system.
• Diagnose and troubleshoot technical issues, providing timely resolutions or escalating when necessary.
• Maintain detailed logs of service requests, incidents, and resolutions in the ticketing system.
• Collaborate with IT teams to ensure efficient handling of technical problems and service outages.
• Provide user training and support on various software and hardware applications.
• Ensure adherence to service level agreements (SLAs) and follow-up on unresolved issues.
• Contribute to the development and maintenance of knowledge base articles for common issues and solutions.
• Assist in generating reports on service desk performance metrics for management review.

Required Skills and Qualifications

• High school diploma or equivalent; relevant certifications (e.g., ITIL, CompTIA A+) are a plus.
• Strong technical knowledge of computer systems, mobile devices, and other tech products.
• Proficient in using ticketing systems and remote support tools.
• Excellent verbal and written communication skills.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Flexibility to adapt to changing priorities and demands.

Experience

• Previous experience in a technical support or service desk role is preferred.
• Experience in a night shift role or willingness to work night shifts is essential.
• Familiarity with IT service management processes and frameworks.

Working Hours

• Night shift hours from 10 PM to 6 AM, with flexibility to cover additional shifts as needed.

Knowledge, Skills, and Abilities

• In-depth knowledge of common operating systems (Windows, macOS, Linux).
• Understanding of networking concepts and hardware troubleshooting.
• Ability to effectively manage time and prioritize tasks.
• Capacity to handle stressful situations with professionalism and poise.

Benefits

• Competitive salary with shift differential for night shifts.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with employer match.
• Paid time off and holidays.
• Opportunities for professional development and advancement.

Why Join Fresher Jobs?

At Fresher Jobs, we foster an inclusive and collaborative work environment where your contributions are valued. Join a team that is committed to innovation, customer satisfaction, and professional growth. We prioritize employee well-being and provide the resources you need to thrive in your career.

How to Apply

If you are ready to take on this exciting opportunity and contribute to our service desk team, please submit your resume and a cover letter outlining your relevant experience to us. We look forward to reviewing your application!