Support Desk Coordinator

About the Role

The Support Desk Coordinator is responsible for overseeing the day-to-day operation of the support desk. They ensure all customer issues are logged, prioritised, and resolved in line with SLAs, while maintaining clear communication with customers and internal teams. This role focuses on process management and quality control.

Key Responsibilities:

Desk Operations

• Monitor and manage incoming tickets and live chats in Freshdesk.
• Pick up and resolve tickets directly as part of the 1st line team.
• Allocate cases across other 1st line team members, balancing workload.
• Track SLAs, chase progress, and escalat

Escalation & Workflow

• Act as first point of escalation for complex/priority tickets.
• Liaise with Delivery/2nd line to progress technical issues.
• Maintain communication with customers on ticket status.

Process & Quality

• Ensure tickets and chats are logged, categorised, and resolved correctly.
• Review ticket notes and customer comms for professionalism and completeness.
• Create/update knowledge base articles from resolved issues.

Reporting & Insight

• Produce regular reports on ticket volume, SLA compliance, and trends.
• Identify recurring issues or opportunities for process improvements.

Customer Experience

• Keep customer communications clear, consistent, and proactive.
• Support training/onboarding for new customers where relevant.
• Ensure a professional and positive customer experience in every chat/ticket.

Objectives:

Ticket Resolution & SLA Performance

• Personally resolve an agreed share of 1st line tickets/chats each week.
• Maintain 99%+ SLA compliance for response and resolution times across the desk.

Desk Coordination & Workflow

• Ensure all tickets are logged, categorised, and assigned correctly.
• Reduce “unassigned” or “stalled” tickets to <5% at any given time.

Customer Experience & Communication

• Achieve a customer satisfaction rating of 95%+ on tickets handled.
• Ensure customers receive clear, proactive updates on all open issues.

Escalation & Collaboration

• Act as first point of escalation for high-priority tickets.
• Ensure escalations to Delivery/2nd line include complete notes and context to reduce back-and-forth.

Knowledge & Continuous Improvement

• Create or update at least 2 knowledge base articles per month based on resolved issues.
• Identify at least one recurring issue/trend each quarter and recommend a process or product improvement.

Reporting & Insight

• Deliver weekly reports on ticket volume, SLA performance, and recurring issues.
• Present a quarterly review of support desk trends, risks, and improvements.

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