Service Desk Coordinator

Job Title: Service Desk Coordinator

Schedule: M-F, 7am-4pm

Job Summary: As a Service Desk Coordinator at ServIT you will be the primary point of contact for our clients seeking technical assistance. Your responsibilities will include answering incoming calls, creating help desk tickets, managing ticket queues, and ensuring timely resolution of technical issues according to our service level agreements (SLAs). You will play a crucial role in maintaining client satisfaction by effectively coordinating with our team of technicians and escalating issues when necessary to ensure prompt resolution.

Key Responsibilities:

• First Point of Contact: Serve as the initial point of contact for clients seeking technical assistance via phone or email.
• Help Desk Ticket Management: Create help desk tickets accurately and efficiently, documenting all relevant information provided by clients.
• Ticket Assignment: Assign help desk tickets to appropriate technicians based on their expertise and workload.
• Queue Management: Monitor and manage ticket queues to ensure tickets are addressed within specified SLAs.
• Issue Escalation: Identify and escalate complex or high-priority issues to senior technicians or management for prompt resolution.
• Client Communication: Maintain regular communication with clients regarding the status of their tickets, providing updates and ensuring transparency throughout the resolution process.
• Client Satisfaction: Proactively follow up with clients to ensure their technical issues have been resolved satisfactorily, seeking feedback to continually improve service delivery.
• Documentation: Maintain accurate records of all client interactions. Add, update and remove knowledgebase articles.
• Collaboration: Work closely with other departments, such as the technical support team and account management, to facilitate smooth communication and problem resolution.
• Continuous Improvement: Identify areas for process improvement within the service desk operations and contribute to the development of best practices.

Qualifications:

• Previous experience in a similar role within an IT managed service provider or help desk environment preferred.
• Proficiency in using help desk ticketing systems.
• Strong communication skills, both verbal and written, with the ability to effectively convey technical information to non-technical users.
• Excellent organizational skills and attention to detail, with the ability to prioritize and manage multiple tasks simultaneously.
• Problem-solving skills and a proactive approach to resolving issues.
• Minimum of 2 years’ experience with MS Office Suites (Word/Excel/Outlook)

Full Time Salaried Position: Excellent Benefits with Matching 401K. Paid Vacation and Sick Time. Drug/Alcohol free environment. Non-Smoking office & grounds.

All candidates must go through a Criminal background check, EVerify Citizenship Check, Motor Vehicles Report & Mandatory Drug Test prior to employment.

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• Have you reviewed this full job posting and confirm that the salary, hours and location all meet your needs in order to be considered for this role and confirm that you are able to report to the Kennesaw office as required for this role?

Experience:

• Customer service: 2 years (Required)
• Help desk/call center Administration: 2 years (Preferred)
• Microsoft Office Suite: 2 years (Required)
• Administrative: 2 years (Required)

Work Location: In person

Salary : $17 - $19