[Hiring] Service Desk Coordinator @RETAIL TECH INC

Role Description

The Service Desk Coordinator supports the incident response and service request function by coordinating the intake, execution, and closure of service work orders. Working as part of a team, this role ensures service requests are documented correctly, resourced appropriately, and completed in accordance with customer agreements, company standards, and service level expectations.

Key Responsibilities

• Administration
  • Receive and acknowledge service requests from clients
  • Ensure all service requests are accurately created, documented, and maintained in the FSL system
  • Schedule service requests in alignment with client expectations and agreed service levels
  • Publish work orders to required systems with complete and accurate documentation
• Resource Coordination
  • Assign technicians and support resources to Service Desk work orders
  • Coordinate Level 1 and Level 2 support activities
  • Purchase client-approved materials required to fulfill service requests
  • Monitor and coordinate delivery of equipment and materials
• Client Service & Communication
  • Manage service requests throughout the lifecycle of each service event
  • Communicate clearly with clients regarding status, changes, and resolution
  • Support problem resolution efforts to ensure customer satisfaction
• Closure & Financial Readiness
  • Ensure service work orders are completed in accordance with customer agreements and standard practices
  • Confirm vendor contracts are closed and invoices are received and applied to work orders
  • Review costs and pricing to prepare completed work orders for invoicing
  • Other duties as assigned

Qualifications

• Required
  • High school diploma or equivalent with relevant work experience
  • 1–3 years of experience in project coordination, customer service, or administrative support
• Preferred
  • Associate or Bachelor’s degree in Business or related field
  • Experience supporting project teams or service delivery environments
  • Technical or POS-related experience

Work Environment

This job operates in a professional office or remote environment and routinely uses standard office equipment such as computers, phones, and collaboration tools.

Physical Demands

This is a largely sedentary role requiring extended periods of sitting and computer use, with occasional standing or walking. Normal vision (with or without corrective lenses) and the ability to communicate effectively are required. Continually required to talk and hear.

Position Type and Expected Hours of Work

This is a full-time position. Normal business hours are Monday through Friday from 7:00am – 7:00pm and shifts will vary. As an exempt position, additional time is often required during the evenings and weekends to complete job duties.

Travel

No travel is expected for this position.

Benefits

• Eligible employees can elect a full line of benefits including Medical and Dental Insurance through BC/BS (100% of the employee rate and 50% of dependent rate paid by the company)
• Company paid Long Term Disability and Life Insurance
• Voluntary Vision and Short-Term Disability Insurance
• PTO
• Holiday Pay
• A generous 401K plan

Company Description

Retail Tech INC. IS AN EQUAL OPPORTUNITY EMPLOYER and participates in E-Verify upon employment.