Support Desk Coordinator

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 escalate at-risk tickets.

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.