Service Desk Coordinator

Service Desk Coordinator

The Service Desk Coordinator is responsible for coordinating the delivery of our managed IT services to our clients. This role involves acting as an intermediary between the clients and our technical staff to ensure timely delivery and completion of our support services.

Working under the guidance of the Service Manager you will undertake daily tasks to perform the scheduling of client tickets and assignment to appropriate technical staff members.

The role requires a highly organized and process driven individual who can successfully juggle many tasks in a busy role. This role best suits a mature individual who enjoys each day being different and constantly having to determine solutions to issues that arise.

This role requires a team player who is able to handle stressful situations and maintain a calm perspective. You must be a customer-focused individual who enjoys interacting with clients. You must be able to see the big picture when analyzing situations.

The Service Coordinator is responsible for attaining maximum utilization of internal and field technical resources; through daily dispatch of service requests and by applying Company policies and procedures and following Binatech Best Practices. They will exercise judgment within defined procedures and practices to determine appropriate action as well as recommend and document best practice guidelines for future leverage.

The Service Coordinator also provides dispatch support and consultation in support of network operations and collaboration with internal teams, customers and vendors on customer support, project deliverables and new technology implementation.

Essential Duties and Responsibilities:

· Act as the single point of contact to the customer for all types of service requests.

· Coordination of all IT support groups to ensure maximum utilization of billable resources

· Pre-process service requests as they arrive through email, telephone, or direct customer input and ensure all tickets are entered into ConnectWise

· Schedule internal and field technical resources on the ConnectWise dispatch portal

· Monitor resource schedules to ensure prompt time entry on service requests

· Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

· Take calls from clients, vendors and technical staff members

· Complete closed tickets

• Manage service tickets to meet goals based on KPI's.

· Coordinate Team scheduling for project work as directed by the Service Manager

· Meet daily with Service Manager

· Answering calls and e-mail messages to the Help Desk assessing & prioritizing requests.

· Tracking loaner equipment

· Preparing tickets for weekly invoicing

· Following and executing standard staff on-boarding and off-boarding procedures to ensure we meet IT audit requirements. This includes setting up new user accounts, ensuring documentation is up to date and terminating accounts according to the standard procedures.

· Assisting support staff with problems and changing request follow-ups

· Escalate service requests that cannot be scheduled within agreed service levels

· Escalating issues to management as required.

· Manage service tickets to meet goals based on KPI's.

Additional Duties and Responsibilities:

· Improve customer service, perception, and satisfaction

· Fast turnaround of customer requests

· Ability to work in a team and communicate effectively

· Improve usage and increase productivity of IT support resources

· Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager

· Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University

· Coordinate Team scheduling for project work as directed by the Service Manager.

Qualifications:

· College Diploma

· One to Three (1-3) years relevant experience in a Customer Service, Administrator, Administrative Assistant role or equivalent combination of education and experience

· Computer and operating system knowledge

· Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

· Ability to multi-task and adapt to changes quickly

· Technical awareness: ability to match resources to technical issues appropriately

· Service awareness of all organization's key IT services for which support is being provided

· Understanding of support tools, techniques, and how technology is used to provide IT services

· Typing skills to ensure quick and accurate entry of service request details

Job Types: Full-time, Permanent

Pay: $50,000.00-$60,000.00 per year

Benefits:

• Dental care
• On-site parking
• Paid time off

Work Location: In person