Help Desk Operations Coordinator

Company: AllSafe IT, LLC
Company Location: Los Angeles, USA
Job Location: Remote
Duration: Jul 2019 to Jan 2020

As the Help Desk Operations Coordinator, I played a pivotal role in streamlining support workflows, assigning resources effectively, and ensuring timely resolution of client issues. My responsibilities required strong organizational, communication, and analytical skills, working closely with technicians, clients, and the service delivery management team.

Key Responsibilities:

  • Ticket Assignment & Workflow Coordination: Monitored incoming support tickets and assigned them to technicians based on skill sets and availability.
  • Escalation Management: Designed network and cloud architecture for migrations, backups, disaster recovery, firewall, and endpoint deployments.
  • Project Execution: Facilitated smooth escalation of complex tickets between support tiers, particularly from Tier 1 to Tier 2/3 engineers.
  • Mentorship & Guidance: Advised technicians on troubleshooting steps and next actions when facing blockers, ensuring consistent service quality.
  • Onsite Visit Coordination: Scheduled and coordinated onsite visits for client issues that couldn’t be resolved remotely.
  • Documentation Oversight: Identified patterns in recurring issues and collaborated with engineers to investigate root causes and implement long-term solutions.
  • Recurring Issue Identification: Used ConnectWise Manage, IT Glue, and Auvik for documentation, asset tracking, and remote management.
  • Service-Sales Liaison: Acted as the communication bridge between the service desk and sales team, helping align technical efforts with client expectations.

Impact & Achievements:

  • Improved ticket resolution efficiency by refining triage and assignment workflows.
  • Helped reduce escalations through technician mentoring and detailed documentation practices.
  • Enhanced client satisfaction by ensuring quicker response times and better communication.
  • Contributed to reducing repeat tickets by identifying trends and addressing root causes.

This role enhanced my leadership, coordination, and process optimization capabilities within a fast-paced MSP environment. It also allowed me to develop a deep understanding of help desk operations and how to scale technical support through efficient workflows and collaboration. Let me know when you’re ready to move on to the next experience.

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