Service Desk Coordinator

3 months ago


Victoria, Canada Daxtech IT Solutions Full time

Daxtech IT Solutions is a people-centric IT firm in beautiful Victoria, BC. We are a vibrant community of professionals with ample growth opportunities. We actively seek to create an energizing workplace that brings out the best in all of us.

We’re looking for a dedicated and organized Service Desk Coordinator to join our team. You’re a great fit if you thrive on providing excellent customer service, enjoy solving problems, and take pride in keeping things running smoothly. You’re the kind of person who values doing what you say and loves seeing tasks through to completion. You have a positive attitude, enjoy working with others, and are great at juggling multiple responsibilities. At Daxtech, you’ll be part of a small, close-knit team where your contributions will be recognized, and you’ll have opportunities to grow your career in a fun, professional, and supportive environment. If this sounds like you, Daxtech could be the perfect place for you

Please note, this is not a technical role nor a stepping stone into technical positions. It’s ideal for those who enjoy project coordination, customer management, and ensuring smooth operations, rather than hands-on IT work.

**In this role you’ll find yourself doing these tasks**:

- Ensure courteous, timely, and effective resolution of end-user issues by coordinating the processing of incoming Service Desk requests across various platforms.
- Triage service tickets to the appropriate IT Services staff based on role, workload, and location proximity.
- Ensure regular and timely communication with end users on ticket updates and incident resolutions.
- Analyze performance of Service Desk activities and documented resolutions against service level agreements (SLAs).
- Identify problem areas, propose solutions, and implement strategies to prevent future incidents.
- Create help sheets, FAQ lists, and solutions for end users.
- Develop and maintain standard operating procedures for IT support staff to streamline problem identification, documentation, assignment, and correction.
- Manage request handling and escalation policies to ensure smooth operations.
- Track and analyze Service Desk trends, generating necessary reports based on SLAs and required metrics.
- Ensure ticket information is entered correctly against contracts and job requirements
- Collaborate with the Project Managers to ensure timely allocation of resources and smooth project execution.
- Schedule and coordinate client meetings and technical resources as needed to meet project deadlines and service requirements.
- Assist in aligning team efforts with client priorities, ensuring all parties are informed and prepared for upcoming tasks.

**We Offer**:

- Competitive pay
- Full Benefits (Medical, Dental, and Vision)
- Minimum 3 weeks\year paid vacation, after first year
- Communications allowance and vehicle allowance
- Education reimbursement
- Company events & social hours
- Free on-site parking

**Skills and Accreditations**:

- Excellent customer service skills, with a strong focus on listening, questioning, and verbal/written communication.
- Ability to multi-task, think critically, and prioritize tasks effectively.
- Experience working in fast-paced environments.
- Good time management skills and organizational

**Must Have**:

- Post-Secondary education with a minimum of 2 year related experience in customer relations roles
- Criminal Record Check
- Reside in Victoria BC - This is an in office position
- Occasional off-hours to meet IT system demands
- Experience with ticketing systems and ITIL Foundations considered an asset


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