Service Desk Coordinator

Service Desk Coordinator

The Service Desk Coordinator is an administrative role that supports Service Desk operations and the Workforce Management team with reporting, provisioning user accounts, and general administrative responsibilities. The ideal candidate will be highly organized, detail-oriented, and proactive, with strong administrative capabilities and a commitment to handling sensitive information with discretion and integrity.

Key Responsibilities:

• Operational Support & Reporting – Updating and creating reports such as by agent performance, schedule events, and Power BI reporting.
• Agent Provisioning including:
• Create and manage user accounts for service desk agents
• Ensure compliance with onboarding and offboarding procedures
• Coordinate with HR and HCTec Partners to maintain accurate records of agent access
• Workforce Management & Scheduling:
• Create and manage active user profiles
• Assist with schedule edits, communication of discrepancies and reporting
• General Administrative Support:
• Maintain up-to-date documentation, and knowledge base articles related to service desk operations
• Manage internal communications for the service desk team, including shift updates, announcements, and procedural changes
• Provide administrative assistance to the VP, Service Desk and Managers and support the overall effectiveness of the team

Additional Information:

• Demonstrate regular and reliable attendance
• Availability to work flexible hours, including evenings and weekends, as needed
• Perform other duties as assigned
• Confidentiality - Access to and/or work with sensitive and/or confidential information
• HIPAA - Exhibit a basic understanding of healthcare regulation and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Knowledge of Corporate Standards and Recommended Practices

Knowledge, Skills, & Abilities:

Education:

Associate's or Bachelor's degree or equivalent combination of education and relevant work experience.

Experience:

2–4 years of relevant experience in administrative role, preferably call center or service desk operations. Experience with WFM systems or HRIS preferred. Experience with PowerBI is a plus.

Key Qualifications:

• Experience in service desk operations and workforce management is preferred.
• Familiarity with IT Service Management tools is a plus.
• Eager to learn and curious.
• Data-driven and solution oriented.
• Excellent organizational and communication skills.
• Ability to handle confidential information with discretion.
• Proficient in Microsoft Office Suite, particularly Excel and Outlook.