Service Desk Coordinator

Key Responsibilities :

• Act as the central coordinator for the IT service desk operations during the assigned shift.
• Triage incoming tickets on Jira and assign / reassign them based on (but not limited to) : Team availability, Current workload, Urgency, priority, and proximity, Leave rosters, SLA & SLO performance
• Collaborate with both technical and business teams to ensure timely resolution.
• Ensure all tickets are acknowledged, updated, and progressed efficiently through the Jira workflow.
• Monitor Jira dashboards, alerts, and aging tickets to prevent SLA breaches.
• Conduct shift-based activities including : Detailed handover to the next shift | Ticket trend analysis | Alert monitoring | Status reporting and escalation
• Create and maintain custom dashboards in Jira for SLA tracking and reporting.. Prepare PowerPoint presentations for management reports and shift reviews.
• Suggest workflow improvements and automate repetitive tasks using Jira automation rules.
• Drive SLA improvements by ensuring accountability, timely escalations, and consistent follow-ups.
• Maintain accurate records and documentation of shift activities and performance metrics.

Required Skills & Qualifications :

Show more

Show less

Skills Required

Powerpoint, Excel, Jira