Service Desk Coordinator
- Corserva
- Trumbull, CT, USA
Job Description
GENERAL SUMMARY:
The Service Desk Coordinator is responsible for handling first level support of service requests. This includes being responsible for the daily monitoring and managing of incoming client tickets and assigning these tickets to the appropriate resource.
We are looking for someone who takes pride in providing excellent customer service, is very organized with strong ticket scheduling, tracking and monitoring skills, to stay on top of ticket flow and ensure customer satisfaction. MSP experience a plus.
Essential Duties and Responsibilities:
- Service inbound calls, while building relationships with our clients.
- Create service requests in our ticketing system.
- Assign tickets to service desk team and prioritize scheduling.
- Manage ticket board and ensure all tickets are being handled timely.
- Coordinate all service work to be scheduled
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly.
- Communicate with customers, account managers, and team leads as required.
Additional Duties and Responsibilities:
- Improve customer service, perception, and satisfaction
- Fast turnaround of customer requests
- Ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
- Escalate service requests that require engineer level support
- Responsible for entering time and expenses in company systems as it occurs
- Enter all work as service tickets into company systems
Qualifications
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 ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Service ticket management experience
- Attention to detail and stellar customer service skills
- IT knowledge relating to technical issues involving Microsoft’s core business applications and operating systems
- Experience with basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Advanced understanding of Microsoft operating systems, business applications, printing systems, and network systems
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
- Diagnosis skills of technical issues
- 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
Contact - 203-452-8540
States
Security Clearance
Job Requirements
GENERAL SUMMARY:
The Service Desk Coordinator is responsible for handling first level support of service requests. This includes being responsible for the daily monitoring and managing of incoming client tickets and assigning these tickets to the appropriate resource.
We are looking for someone who takes pride in providing excellent customer service, is very organized with strong ticket scheduling, tracking and monitoring skills, to stay on top of ticket flow and ensure customer satisfaction. MSP experience a plus.
Essential Duties and Responsibilities:
- Service inbound calls, while building relationships with our clients.
- Create service requests in our ticketing system.
- Assign tickets to service desk team and prioritize scheduling.
- Manage ticket board and ensure all tickets are being handled timely.
- Coordinate all service work to be scheduled
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly.
- Communicate with customers, account managers, and team leads as required.
Additional Duties and Responsibilities:
- Improve customer service, perception, and satisfaction
- Fast turnaround of customer requests
- Ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
- Escalate service requests that require engineer level support
- Responsible for entering time and expenses in company systems as it occurs
- Enter all work as service tickets into company systems
Qualifications
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 ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Service ticket management experience
- Attention to detail and stellar customer service skills
- IT knowledge relating to technical issues involving Microsoft’s core business applications and operating systems
- Experience with basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Advanced understanding of Microsoft operating systems, business applications, printing systems, and network systems
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
- Diagnosis skills of technical issues
- 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
Apply Now
Corserva is a leading IT integrator and Managed Services Provider, headquartered in Trumbull, CT.
We have been providing IT products and services to enterprise and mid-market accounts for over 30 years.
We cover all aspects of our clients’ IT needs including lifecycle management, managed services, managed security, and business continuity.
Our two technical services centers, located in Trumbull CT and Orlando FL, house our network operations centers. From these centers, we provide managed hosting, private cloud, network operations, business continuity, user support and security operations services.
Please visit our website for details - www.corserva.com
