Service Desk Coordinator

IntellecTechs, Inc is seeking a Service Desk Coordinator in Virginia Beach!

The Service Desk Coordinator, as part of a 24X7 Service Desk, performs the activities associated with the management of the TrackIT ticket queues to include prioritization of work and assignment of technical resource (IT technicians) for the solution of end users concerns while ensuing service level agreements and objectives are met. The Service Desk Coordinator serves as the trouble ticket ingest point for IntellecTechs. Additionally, works with VP-IT, to ensure technicians provide support and assistance to clients by troubleshooting the technical issues and providing the appropriate resolutions for the same. Researches the basic cause of the problem when ticket request is unclear and escalates any problem/issue to the next tier or VP-IT if unable to resolve.

Essential Functions

• Communicate with clients in multitude of mediums to record trouble ticket data for further processing at the service desk.
• Monitoring dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
• Monitoring dedicated queues to ensure SLAs are maintained.
• Assigning the tickets which are out of scope to higher tiers or other teams
• Schedule maintenance using a checklist to ensure its conducted as required and techs input time accordingly. Create and maintain this report to brief to VP – IT the following Monday after maintenance was scheduled.
• Ensure associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved
• Ensure proper assignment of tickets as well as facilitation of resource allocation based on work load
• Work as a member of the Quality Assurance team assisting as necessary to improve communications between IntellecTechs and client(s).
• Assume responsibility for scheduling maintenance of office equipment, including computers, copy machines and fax machines
• Answer incoming calls and assume front desk/receptionist duties when needed
• Provide training and assistance as needed to other staff members in the organization.
• Provides assistance as backup as needed or volume dictates, as well as other duties assigned.

Work Environment This job operates in a professional office environment. This role routinely interfaces with senior management and executives in the company. Expected to use standard office equipment such as laptop computers and smartphones.

Physical Demands While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; and taste or smell. The employee must occasionally lift or move up to 20 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. Must be able to perform typing tasks for majority of work.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work needing coverage are Monday through Friday, 9:00 a.m. to 6 p.m. This position regularly may require some extended work during the work day and on weekends.

Travel

Travel is primarily local during the business day on short trips in the radius of 25 miles.

Required Education and Experience

· High School Diploma Graduate

· Minimum of two (2) years’ experience in customer service or help desk environment

· Minimum of one (1) year experience managing a customer-facing service organization providing support to multiple clients on a 24X7 basis

· Strong time management and communication skills

· Experience working in a customer service role desired

· Knowledge of office management systems and procedures.

· Proficiency in MS Office with expertise in Microsoft Word, PowerPoint and Excel

· Ability to analyze and revise operating practices to improve efficiency

· Detail oriented and comfortable working in a fast-paced office environment

Preferred Education and Experience

· Bachelor’s degree

· Exceptional communication skills

· Superior organization skills and dedication to completing projects in a timely manner

Additional Eligibility Qualifications

Not applicable.

Other Duties

Service Desk Manager will assist the VP-IT on project management tasks/functions as required.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Virginia Beach, VA 23452: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Required)
• Windows: 1 year (Preferred)

Work Location: One location