This role is geared towards someone with past technical support experience
Please do not apply if you have not worked in a help desk role and understand basics related to computers/technology. You don't need to be an expert and solve problems in this role but you need to understand the nature of the problem to be effective in this role.
We are seeking a well-rounded candidate who is professional, extremely well organized and has excellent customer service skills.
The Service Desk Coordinator manages help desk professionals in their day-to-day activities of customer support and helps to create work schedules as well as keep the help desk tickets moving along to completion.
The Service desk coordinator needs a wide variety of skills. Some technical, managerial, and some soft skills to be able to bridge the gap between our Customers who need help and our techs who provide help.
Strong communication skills to communicate complex technical information towards a non technical audience.
Must be a quick thinker and be able to multitask, as well as thrive in a fast pace environment.
Job Requirements:
Calendar Management and Scheduling
Answer, evaluate and prioritize service requests
Initial discovery on a problem to align the tech being assigned the best/fastest outcome
Some basic troubleshooting
Watch for ticket trends to determine possible system wide issues
Help with new client onboarding
Assist with maintaining and managing schedule changes
Serve as liaison between the customer and the tech/engineer
Some Project Management
Basic System Administration
Planning, organizing and communicating scheduled outages
