Service Desk Coordinator
Frankel · Omaha, NE · 4 wk ago
On-siteOTHRFull-time
We need to produce HTML fragment with sections: About the role? Actually the posting includes "About Frankel Technology Services" then "Summary", "What We're Looking For", "Why Join Frankel Technology Services?", "What We Offer You", "Our Process". We need to use for section headings (e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). However we must only include sections when posting has real specific content. The headings we can use: maybe "About the role" corresponds to Summary? But they gave list of possible headings; we can choose appropriate ones. We need to map content.
We have:
- About Frankel Technology Services (intro). Could be "About the role"? Actually "About Frankel Technology Services" is about company, not role. But we could treat as "About the role"? Might be better to use "About the role" for summary of role. However they said do NOT repeat the job title as a heading. The job title is Service Desk Coordinator. Not needed.
We need to decide sections: maybe "About the role" (summary), "Responsibilities" (duties), "Requirements" (what we're looking for), "Benefits" (what we offer), maybe "Schedule"? Not given. Pay not given. So we omit Pay and Schedule.
We must not create sections with placeholder text. So we include only sections with content.
We need to use
for section headings (e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). However we must only include sections when posting has real specific content. The headings we can use: maybe "About the role" corresponds to Summary? But they gave list of possible headings; we can choose appropriate ones. We need to map content.
We have:
- About Frankel Technology Services (intro). Could be "About the role"? Actually "About Frankel Technology Services" is about company, not role. But we could treat as "About the role"? Might be better to use "About the role" for summary of role. However they said do NOT repeat the job title as a heading. The job title is Service Desk Coordinator. Not needed.
We need to decide sections: maybe "About the role" (summary), "Responsibilities" (duties), "Requirements" (what we're looking for), "Benefits" (what we offer), maybe "Schedule"? Not given. Pay not given. So we omit Pay and Schedule.
We must not create sections with placeholder text. So we include only sections with content.
We need to use - for any list of duties/requirements/benefits. So we need to turn bullet points into lists.
Let's extract content:
About Frankel Technology Services paragraph: "At Frankel, we provide innovative and progressive accounting, tax, and consulting services. As a Managed Service Provider (MSP), our Frankel Technology Services practice creates a Technology Success Partnership with our clients. This gives our clients the tools, information, and understanding they need to make the best technology decisions for their company. We are currently seeking an organized, customer-focused Service Desk Coordinator to join our growing team. This role serves as the operational hub of our service department, helping ensure clients receive timely support while technicians remain productive and focused. If you thrive in a fast-paced environment, enjoy coordinating people and processes, and take pride in keeping things organized, we'd love to hear from you! Please note that this position is in-person in our Omaha office, and we are unable to consider remote candidates."
That's prose; we can put in
.
Summary: "The Service Coordinator serves as the primary point of contact for incoming service requests, monitoring and triaging support tickets received through phone, email, and customer portals. This role gathers necessary client information to ensure requests are actionable, assigns and schedules work for technicians based on urgency, skill set, and availability, and coordinates onsite visits and client appointments. The position proactively monitors ticket queues to identify aging, stalled, or at-risk requests, provides clients with timely status updates and scheduling information, and supports vendor coordination and service follow-up activities. Additionally, the Service Coordinator contributes to service delivery reporting and operational initiatives while helping maintain a positive client experience through excellent communication, responsiveness, and effective service coordination. This position is hourly and non-exempt."
That's responsibilities; we can list as bullet points? It's prose but we can break into list items for duties. The instruction: use
- for any list of duties/requirements/benefits. So we should convert the responsibilities into list items. Let's extract duties:
- Serve as primary point of contact for incoming service requests.
- Monitor and triage support tickets received through phone, email, and customer portals.
- Gather necessary client information to ensure requests are actionable.
- Assign and schedule work for technicians based on urgency, skill set, and availability.
- Coordinate onsite visits and client appointments.
- Proactively monitor ticket queues to identify aging, stalled, or at-risk requests.
- Provide clients with timely status updates and scheduling information.
- Support vendor coordination and service follow-up activities.
- Contribute to service delivery reporting and operational initiatives.
- Help maintain a positive client experience through excellent communication, responsiveness, and effective service coordination.
- Position is hourly and non-exempt (maybe note as detail).
We can include that as list.
What We're Looking For bullet list:
- Strong organizational and multitasking skills
- Excellent verbal and written communication abilities
- Ability to stay calm and focused in a busy environment
- Strong customer service mindset
- High attention to detail
- Proficiency with Microsoft 365 applications
- Experience working with ticketing, dispatching, scheduling, or service coordination systems is preferred
- MSP or IT industry experience is preferred but not required
Why Join Frankel Technology Services? bullet list:
- Collaborative team environment
- Opportunity for growth and advancement
- Exposure to a wide variety of technologies and businesses
- Stable, growing company with a strong reputation for client service
- Meaningful role that directly impacts client satisfaction and team success
What We Offer You bullet list:
- Health, Dental, Vision, Disability & Life Insurance
- HSA and FSA options
- PTO & Parental Leave
- 8 Paid Holidays
- 401(K) Profit Sharing
- Casual / “Dress for your Day” dress code
- Fun activities like family parties, holiday parties, and the annual golf & spa outing
- Referral bonus program
Our Process paragraph: "We value your time as you search for your career; because of that we’re dedicated to a swift, stress-free interview process. Our application takes less than 5 minutes, we’ll communicate with you every step of the way, and our candidate experience is designed for you to get to know us. Have any questions before applying? Call us at 402.506.4643. All information provided will be kept strictly confidential. NO AGENCY CALLS PLEASE."
We should remove application instructions? The instruction says: remove application instructions. This includes "Our application takes less than 5 minutes, we’ll communicate with you every step of the way, and our candidate experience is designed for you to get to know us. Have any questions before applying? Call us at 402.506.4643. All information provided will be kept strictly confidential. NO AGENCY CALLS PLEASE." That's application instructions/contact. So we should drop that paragraph entirely. Also remove "We value your time as you search for your career; because of that we’re dedicated to a swift, stress-free interview process." That's also part of process but maybe still considered application instructions? It's about interview process; maybe we keep? The instruction: remove application instructions. The paragraph includes both process and contact. Safer to drop entire "Our Process" section. However we might keep a brief description of interview process? But it's likely considered application instructions. We'll drop it.
Thus sections: About the role (maybe using Summary?), Responsibilities, Requirements, Benefits. Could also include "Why Join Frankel Technology Services?" as a section like "Why Join Us" but not in prescribed headings list. The list of allowed headings includes About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We could map "Why Join Frankel Technology Services?" to maybe "Benefits"? But we already have Benefits for what we offer. Could treat "Why Join Frankel Technology Services?" as part of Benefits or maybe as "Qualifications"? Not exactly. Better to stick to allowed headings: we can use "About the role" for intro/summary, "Responsibilities" for duties, "Requirements" for what we're looking for, "Benefits" for what we offer. The "Why Join Frankel Technology Services?" could be considered part of Benefits or maybe we could add a section "Why Join Frankel Technology Services?" but not in allowed list; but instruction says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It says e.g., meaning those are examples, not exclusive? It says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Likely they expect those headings. So we should only use those headings. So we need to map content to those headings.
Thus:
- About the role: includes company description and role overview (the first paragraph about Frankel and the role). Could combine the intro and summary.
- Responsibilities: list of duties.
- Requirements: what we're looking for (skills, experience).
- Benefits: what we offer (health insurance etc). Could also include "Why Join Frankel Technology Services?" as part of Benefits? Might be okay to include under Benefits as additional bullet points about culture. But we could also treat "Why Join Frankel Technology Services?" as part of Benefits (since it's about why join). We'll include those bullet points under Benefits as well.
We must not repeat job title as heading. Good.
We must not include Pay or Schedule sections because not specified.
We must not include placeholder text.
Now produce HTML fragment:
About the role
... (combined intro and summary)
Responsibilities
- ...
...
Requirements
- ...
...
Benefits
- ...
...
We need to ensure we preserve all substantive information. Let's craft the About the role paragraph:
"At Frankel, we provide innovative and progressive accounting, tax, and consulting services. As a Managed Service Provider (MSP), our Frankel Technology Services practice creates a Technology Success Partnership with our clients. This gives our clients the tools, information, and understanding they need to make the best technology decisions for their company. We are currently seeking an organized, customer-focused Service Desk Coordinator to join our growing team. This role serves as the operational hub of our service department, helping ensure clients receive timely support while technicians remain productive and focused. If you thrive in a fast-paced environment, enjoy coordinating people and processes, and take pride in keeping things organized, we'd love to hear from you! Please note that this position is in-person in our Omaha office, and we are unable to consider remote candidates. The Service Coordinator serves as the primary point of contact for incoming service requests, monitoring and triaging support tickets received through phone, email, and customer portals. This role gathers necessary client information to ensure requests are actionable, assigns and schedules work for technicians based on urgency, skill set, and availability, and coordinates onsite visits and client appointments. The position proactively monitors ticket queues to identify aging, stalled, or at-risk requests, provides clients with timely status updates and scheduling information, and supports vendor coordination and service follow-up activities. Additionally, the Service Coordinator contributes to service delivery reporting and operational initiatives while helping maintain a positive client experience through excellent communication, responsiveness, and effective service coordination. This position is hourly and non-exempt."
That's a bit long but okay.
Now Responsibilities list: we can extract from the summary but we already included many duties in About the role; to avoid duplication, we should separate: About the role should be brief overview, not duplicate responsibilities. But we must preserve all substantive information; we can keep responsibilities separate and not duplicate them in About the role. So we need to split: About the role includes company description and role overview (maybe first two paragraphs). Responsibilities list includes the detailed duties.
Let's craft About the role paragraph: company description + role overview (operational hub). Not include the detailed duty list.
Company description: "At Frankel, we provide innovative and progressive accounting, tax, and consulting services. As a Managed Service Provider (MSP), our Frankel Technology Services practice creates a Technology Success Partnership with our clients. This gives our clients the tools, information, and understanding they need to make the best technology decisions for their company."
Role overview: "We are currently seeking an organized, customer-focused Service Desk Coordinator to join our growing team. This role serves as the operational hub of our service department, helping ensure clients
. Summary: "The Service Coordinator serves as the primary point of contact for incoming service requests, monitoring and triaging support tickets received through phone, email, and customer portals. This role gathers necessary client information to ensure requests are actionable, assigns and schedules work for technicians based on urgency, skill set, and availability, and coordinates onsite visits and client appointments. The position proactively monitors ticket queues to identify aging, stalled, or at-risk requests, provides clients with timely status updates and scheduling information, and supports vendor coordination and service follow-up activities. Additionally, the Service Coordinator contributes to service delivery reporting and operational initiatives while helping maintain a positive client experience through excellent communication, responsiveness, and effective service coordination. This position is hourly and non-exempt." That's responsibilities; we can list as bullet points? It's prose but we can break into list items for duties. The instruction: use
- for any list of duties/requirements/benefits. So we should convert the responsibilities into list items. Let's extract duties:
- Serve as primary point of contact for incoming service requests.
- Monitor and triage support tickets received through phone, email, and customer portals.
- Gather necessary client information to ensure requests are actionable.
- Assign and schedule work for technicians based on urgency, skill set, and availability.
- Coordinate onsite visits and client appointments.
- Proactively monitor ticket queues to identify aging, stalled, or at-risk requests.
- Provide clients with timely status updates and scheduling information.
- Support vendor coordination and service follow-up activities.
- Contribute to service delivery reporting and operational initiatives.
- Help maintain a positive client experience through excellent communication, responsiveness, and effective service coordination.
- Position is hourly and non-exempt (maybe note as detail).
We can include that as list.
What We're Looking For bullet list:
- Strong organizational and multitasking skills
- Excellent verbal and written communication abilities
- Ability to stay calm and focused in a busy environment
- Strong customer service mindset
- High attention to detail
- Proficiency with Microsoft 365 applications
- Experience working with ticketing, dispatching, scheduling, or service coordination systems is preferred
- MSP or IT industry experience is preferred but not required
Why Join Frankel Technology Services? bullet list:
- Collaborative team environment
- Opportunity for growth and advancement
- Exposure to a wide variety of technologies and businesses
- Stable, growing company with a strong reputation for client service
- Meaningful role that directly impacts client satisfaction and team success
What We Offer You bullet list:
- Health, Dental, Vision, Disability & Life Insurance
- HSA and FSA options
- PTO & Parental Leave
- 8 Paid Holidays
- 401(K) Profit Sharing
- Casual / “Dress for your Day” dress code
- Fun activities like family parties, holiday parties, and the annual golf & spa outing
- Referral bonus program
Our Process paragraph: "We value your time as you search for your career; because of that we’re dedicated to a swift, stress-free interview process. Our application takes less than 5 minutes, we’ll communicate with you every step of the way, and our candidate experience is designed for you to get to know us. Have any questions before applying? Call us at 402.506.4643. All information provided will be kept strictly confidential. NO AGENCY CALLS PLEASE."
We should remove application instructions? The instruction says: remove application instructions. This includes "Our application takes less than 5 minutes, we’ll communicate with you every step of the way, and our candidate experience is designed for you to get to know us. Have any questions before applying? Call us at 402.506.4643. All information provided will be kept strictly confidential. NO AGENCY CALLS PLEASE." That's application instructions/contact. So we should drop that paragraph entirely. Also remove "We value your time as you search for your career; because of that we’re dedicated to a swift, stress-free interview process." That's also part of process but maybe still considered application instructions? It's about interview process; maybe we keep? The instruction: remove application instructions. The paragraph includes both process and contact. Safer to drop entire "Our Process" section. However we might keep a brief description of interview process? But it's likely considered application instructions. We'll drop it.
Thus sections: About the role (maybe using Summary?), Responsibilities, Requirements, Benefits. Could also include "Why Join Frankel Technology Services?" as a section like "Why Join Us" but not in prescribed headings list. The list of allowed headings includes About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We could map "Why Join Frankel Technology Services?" to maybe "Benefits"? But we already have Benefits for what we offer. Could treat "Why Join Frankel Technology Services?" as part of Benefits or maybe as "Qualifications"? Not exactly. Better to stick to allowed headings: we can use "About the role" for intro/summary, "Responsibilities" for duties, "Requirements" for what we're looking for, "Benefits" for what we offer. The "Why Join Frankel Technology Services?" could be considered part of Benefits or maybe we could add a section "Why Join Frankel Technology Services?" but not in allowed list; but instruction says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It says e.g., meaning those are examples, not exclusive? It says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Likely they expect those headings. So we should only use those headings. So we need to map content to those headings. Thus: - About the role: includes company description and role overview (the first paragraph about Frankel and the role). Could combine the intro and summary. - Responsibilities: list of duties. - Requirements: what we're looking for (skills, experience). - Benefits: what we offer (health insurance etc). Could also include "Why Join Frankel Technology Services?" as part of Benefits? Might be okay to include under Benefits as additional bullet points about culture. But we could also treat "Why Join Frankel Technology Services?" as part of Benefits (since it's about why join). We'll include those bullet points under Benefits as well. We must not repeat job title as heading. Good. We must not include Pay or Schedule sections because not specified. We must not include placeholder text. Now produce HTML fragment:
About the role
... (combined intro and summary)
Responsibilities
- ... ...
Requirements
- ... ...
Benefits
- ... ...