Heartland Technology Group
Columbia, MO
Heartland Technology Group Description:
The IT Service Desk Coordinator serves as the initial point of contact for clients requesting technical assistance through the IT Service Desk. This position is responsible for answering incoming support calls, gathering and documenting information, performing basic troubleshooting, resolving issues during the initial interaction whenever possible, and appropriately routing unresolved issues to the appropriate technical team. The position plays a critical role in ensuring that service requests are accurately documented, properly prioritized, dispatched to the appropriate team, and monitored to support Service Level Agreement (SLA) requirements. Roles and Responsibilities/ Essential Functions: Serve as the first point of contact for Service Desk requests via phone, providing professional, timely, and courteous support. Gather issue details, assess business impact and urgency, create accurate service tickets, and perform basic...