Service Desk Coordinator

Shift: 1200-2030 EST (1100-1930 CST) Sunday-Thursday. Location GPO Hybrid require 10 days a month on campus:
Training will be for two weeks on campus in GPO Building 8 from 0800-1630 EST (0700-1530 CST)

The Service Desk is a fast-paced environment that operates 24/7 to support our enterprise. Our Service is responsible for acting as the first point of contact for Enterprise Technology Services (ETS) where we strive to resolve customer incidents answer questions and assist with submitting Service Catalog Requests wherever necessary. Our vision is to provide customers with a service-oriented single point of contact within ETS for issue resolution and request fulfillment. Our mission is to extend Navy Federal Credit Union s superior member-centric service commitment to employees by addressing IT issues striving for first-contact resolution whenever possible timely escalation and management of incidents and service requests to enable employees to serve members around the globe.
We seek innovative individuals who can react to a fast-paced environment to leverage and stretch certain skill sets to help us reach a common goal. We are looking for someone who can pivot when needed multitask and work in various systems/applications to help promote customer satisfaction.

Responsibilities
Respond to inbound calls daily to provide technical support/troubleshooting
Provide support via web queues outbound interactions and emails
Leverage resources to resolve technical issues timely
Use PC applications (e.g. word processing spreadsheet database etc.) to document maintain and report functions/activities
Escalate requests outside of your scope when necessary
Attend weekly staff/mentor meetings
Remain cognizant of adherence to help promote business unit success
Adhere to ETS Navy Federal practices policies and procedures
Perform other related duties as assigned or appropriate
Qualifications
Knowledge and understanding of the information technology field
Basic skill troubleshooting and resolving technical problems
Exposure to enterprise systems and IT terminology
Exposure to solving routine or standard administrative operational or system problems and issues
Effective verbal and written communication skills
Ability to leverage finesse/soft skills when interacting with end users
Basic organizational planning and time management skills
Ability to handle multiple tasks simultaneously with a high degree of accuracy
Ability to work independently and in a team environment
Desired - 3 years of Tier 1 support and capabilities or similar
Desired Call Center or front-line customer support experience
Desired - Knowledge of Navy Federal operations policies and procedures
Desired - Knowledge of ITIL (Information Technology Infrastructure Library)
Desired - Previous customer service in a fast-paced environment
Desired - Familiar with ticketing software (ServiceNow) would be a plus