Service Desk Coordinator
Service Desk Coordinator
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Job Description
POSITION SUMMARY:
The Service Desk Coordinator is an administrative role that supports Service Desk operations and the Workforce Management team with reporting provisioning user accounts and general administrative responsibilities. 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.
Key Responsibilities:
Operational Support & Reporting Updating and creating reports such as by agent performance schedule event related and Power BI reporting.
Agent Provisioning including
oCreate and manage user accounts for service desk agents
oEnsure compliance with onboarding and offboarding procedures
oCoordinate with HR and HCTec Partners to maintain accurate records of agent access
Workforce Management & Scheduling
oCreate and manage active user profiles
oAssist with schedule edits communication of discrepancies and reporting
General Administrative Support
oMaintain up-to-date documentation and knowledge base articles related to service desk operations
oManage internal communications for the service desk team including shift updates announcements and procedural changes
oProvide 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 or equivalent combination of education and relevant work experience.
Experience:
24 years of relevant experience in administrative role preferably call center or service desk operations
Experience with WFM systems or HRIS preferred
Experience with PowerBI is a plus
Key Qualifications:
Experience in service desk operations and workforce management is preferred.
Familiarity with IT Service Management tools is a plus
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:
IC
Employment Type
Full-Time
