Help Desk Coordinator

Position Summary:

The Help Desk Coordinator at Data-Tech is the first point of contact for incoming service calls and is responsible for attaining maximum utilization of internal and field technical resources through daily scheduling and dispatch of service requests. In this position, the Help Desk Coordinator drives client satisfaction and team efficiency by ensuring all service requests and scheduled services are addressed promptly, prioritized properly, and assigned to the correct technical resource. This is achieved by hosting on-going meetings with the technical teams, refining processes to improve service delivery, monitoring & managing client satisfaction, and managing the processing of information. The Help Desk Coordinator will work closely with the Service Department Manager and other department heads to ensure client expectations are being met and escalated service requests are prioritized appropriately. In addition, the Help Desk Coordinator will work closely with the management team to ensure all business goals are being met.

Duties

• Coordinate customer support ticket management: log, prioritize, assign, track, and document requests in help desk systems.
• Act as the first point of contact for all services requests, handling a high volume of incoming calls and emails.
• Prioritize and assign tickets appropriately based on established company policy and procedures.
• Monitor resource schedules to ensure prompt time entry on service requests.
• Provide consistent, thorough, and accurate communication to customers to keep them informed on the progress of their request and provide updates on impending changes or agreed outages.
• Ensure exceptional client satisfaction is consistently delivered and maintained.
• Ensure service requests are being entered into our systems with all necessary details and accurate information.
• Work with the Service and Engineering Departments to delegate tasks to complete all requests in a timely manner, ensuring client satisfaction 100% of the time.
• Follow up on service requests to ensure they are being resolved in a timely manner and escalation process is being followed when necessary.
• Adhere to all company processes and procedures by putting the needs of our clients first.
• Provide and maintain detailed documentation for all support request tickets.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent customer relationship skills
• Ability to work on multiple priorities and/or projects simultaneously
• Excellent listening and communications skills, both verbal and written
• Must be organized, detail oriented and self-motivated
• Ability to prioritize multiple competing objectives to meet deadlines
• Strong computer skills and effectively communicate electronically and on the phone
• Knowledge in basic networking configurations
• Ability to remain in contact with the client through the completion of the service request
• Problem-solving abilities and ability to meet service level agreement requirements
• Ability to build positive collaborative relationships
• Willingness to develop professionally and ability to work with little supervision on a team
• Have reliable means of transportation and communication
• A clean 7-year criminal background check is a requirement for this position

Preferred Experience:

• 2+ years of experience in a fast-paced administrative role preferred
• 2+ years of experience in customer service via phone or a call center environment preferred.
• Experience working for an IT provider, managed service provider, or similar business preferred, but not required.
• No technical skills or experience are required for this role; training on all of our IT products and services, as well as our processes and procedures, will be provided.

Physical Requirements and Working Conditions: Must possess the mobility to work in a standard office setting (on site or off), and to use standard office equipment, including a computer, concentration to maintain attention to detail despite interruptions, strength to lift and carry objects weighing up to 50 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and/ or over the telephone. Must be able to sit/stand for extended periods of time. Must be able to drive a motorized vehicle.

Pay: $17.00 - $20.00 per hour

Expected hours: 40.0 per week

Benefits:

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

Work Location: In person