Job Description

Denken Solutions Inc is an IT company with 15 years of experience with offices at California, Canada, India and Mexico, providing IT solutions in the United States.\nThe role is 100% remote from any location in Mexico. The client is located in the United States, so a fluent English level is required.\nHiring: Prestador de Servicios (Se solicitará factura timbrada por el SAT/ RESICO, Persona Física con Actividades Empresariales, etc)\nLabor Days: Mon- Fri from 8:00 AM to 5:00 PM PST\nSalary: Up to $30,000 MXN gross\n\n The Service Desk Coordinator is responsible for maximizing the utilization of internal and field resources through daily dispatch and management of incoming service requests, ensuring timely resolution and high customer satisfaction. \nKey Responsibilities:\nServe as the single point of contact for all customer service requests. \nMonitor and manage incoming requests (email, manual entry, direct input) and dispatch to appropriate resources. \nCoordinate internal and field teams to maximize billable resource utilization. \nSchedule and monitor resource calendars to ensure timely service and accurate time entry. \nCommunicate clearly with customers regarding incident status, progress updates, changes, and outages. \nTrack outstanding pre- and post-delivery issues and provide status updates as needed. \nEscalate requests that cannot meet agreed service levels. \nEnter all work as service tickets and accurately record time and expenses. \nProvide accurate reports and metrics on project status, budgets, and support utilization to management. \nComplete assigned training and maintain understanding of service desk objectives, team roles, services offered, and support tools. \nContribute to improved customer satisfaction, faster turnaround times, increased productivity, and effective teamwork. \nRequired Knowledge:\n12 years of IT or customer service experience.\nAbility to speak, write, and communicate effectively in English.\nComputer and operating system knowledge. \nStrong communication, telephony, active listening, and customer service skills. \nAbility to multi-task, adapt quickly, and work in a fast-paced environment. \nTechnical awareness to appropriately match resources to technical issues. \nUnderstanding of organizational services and support tools/technologies. \nTyping speed of at least 50 WPM with accuracy. \nSelf-motivated and team-oriented.",