SERVICE DESK COORDINATOR

Job Details: Job Location: 8600 SHELBY COURT 200 - CHANHASSEN, MN, Position Type: Full Time, Salary Range: $45000.00 - $48000.00Salary,
Summary

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

Key Competencies

Critical thinking and problem-solving
Planning and organization
Strong communication skills
Attention to detail
Adaptability and resilience
Teamwork and collaboration
Reliability and accountability

 
Qualifications:
Education and Experience

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, and a generous 401K plan.

Retail Tech INC. IS AN EQUAL OPPORTUNITY EMPLOYER

and participates in E-Verify upon employment