Service Desk Administrator
Service Desk Administrator
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Salary Not Disclosed
1 Vacancy
Job Description
POSITION SUMMARY:
The Service Desk Administrator will play a vital role in ensuring the smooth and efficient
operation of the Service Desk. This position will support WFM account management schedule
event reporting provisioning user accounts and support key Service Desk operations
functions. The ideal candidate will be highly organized detail-oriented and proactive with
strong administrative capabilities and a commitment to handling sensitive information with
discretion and integrity.
Essential Functions:
To perform this job an individual must perform each essential function satisfactorily with or
without reasonable accommodation.
Key Responsibilities:
Workforce Management & Scheduling
o WFM User Account Management Create and manage active user profiles
o WFM Schedule Support Assist with schedule edits and the communication of
discrepancies
Operational Support & Reporting
o Generate agent performance and schedule event related reports and refresh
associated Power BI reports
o Identify and implement process improvements related to scheduling
provisioning and service delivery
Agent Provisioning
o Create and manage user accounts and access rights for new and existing service
desk agents
o Ensure compliance with onboarding and offboarding procedures maintaining
confidentiality and security standards
o Coordinate with HR and HCTec Partners to maintain accurate records of agent
access
o Handle sensitive employee data with the highest level of confidentiality and
integrity
o Adhere to company data protection policies and industry best practices for
secure data handling
General Administrative Supporto Maintain up-to-date documentation SOPs and knowledge base articles related
to service desk operations
o Manage internal communications for the service desk team including shift
updates announcements and procedural changes
o Provide administrative assistance to the VP Service Desk and Managers and
support the overall effectiveness of the team
Additional Information:
Demonstrate regular and reliable attendance
Availability to work flexible hours including evenings and weekends as needed
Perform other duties as assigned
Confidentiality - Access to and/or work with sensitive and/or confidential information
HIPAA - Exhibit a basic understanding of healthcare regulation and compliance (e.g.
HIPAA). Skilled in the application of policies and procedures. Knowledge of Corporate
Standards and Recommended Practices
Knowledge Skills & Abilities:
Education:
Associates or Bachelors degree in Information Technology Computer Science
Business Administration or a related field.
OR
Equivalent combination of education and relevant work experience.
Experience:
24 years of relevant experience in contact center operations workforce coordination
or IT administration.
Experience with WFM systems or HRIS
Understanding of access management principles and best practices.
Key Qualifications:
Experience in service desk operations and workforce management is preferred.
Knowledge of workforce management tools and practices (e.g. WFM platforms
ticketing systems)
Familiarity with ITSM tools
Eager to learn and curious
Data-driven and solution oriented
Excellent organizational and communication skills
Ability to handle confidential information with discretion
Proficient in Microsoft Office Suite particularly Excel and Outlook
Required Experience:
Unclear Seniority
Employment Type
Full-Time
