IT Service Desk Coordinator

- Communicate and coordinate requests efficiently while meticulously handling issue intake - Collaborate with a diverse range of technical staff with varying skill levels - Assign, coordinate, and schedule engineering resources for pre-sales and internal requests - Assess urgency of requests to prioritize and schedule effectively - Organize and maintain a detailed customer database within Structureds CRM - Review engineering resource calendars to ensure accuracy and completeness - Ensure adherence to established intake processes and procedures - Maintain customer satisfaction by addressing concerns and coordinating responses - Coordinate complex requests and project timelines, providing updates to stakeholders - Escalate issues to internal Practice Leads for prioritization - Track equipment used for evaluations and demonstrations - Follow up on unconfirmed scheduled events using reports - Ensure engineering resources document their time accurately for billing - Provide feedback to management on potential process improvements - Update internal reports to keep Salesforce information accurate - Track approved time off for engineering resources to ensure coverage - Participate in monthly on-call rotation for off-hours urgent requests - Adhere to policies and procedures for tracking activities in CRM and service delivery tools - Perform additional duties as needed