Service Desk Coordinator

Doral, FL - USA

Monthly Salary: Not Disclosed

Posted on: 9 days ago

Vacancies: 1 Vacancy

Job Summary

Role: Service Desk Coordinator
Location: Doral Florida (5 days onsite)
Duration: 6 Months Contract to hire

Job Description
Client is seeking a Service Desk Coordinator who is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.

Essential Duties and Responsibilities:

Act as the single point of contact to the client for all types of service requests
Coordination of all IT support groups to ensure maximum utilization of billable resources
Pre-process service requests as they arrive through email manual entry or direct customer input
Schedule internal and field technical resources on the Connectwise dispatch portal
Monitor resource schedules to ensure prompt time entry on service requests
Communication with clients as required: keeping them informed of incident progress notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:

Improve customer service perception and satisfaction
Fast turnaround of client requests
Ability to work in a team and communicate effectively
Improve usage and increase productivity of IT support resources
Escalate service requests that cannot be scheduled within agreed service levels
Report the utilization of IT Support resources and successful completion of service requests to Management
Responsible for entering time in ConnectWise as it occurs
Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
Enter all work as service tickets into ConnectWise
Create client proposals
Purchase and receive hardware and software

Knowledge and Skills Required:

Basic computer and operating system knowledge
Interpersonal skills: such as telephony skills communication skills active listening and customer-care
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organizations key IT services for which support is being provided
Understanding of support tools techniques and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast-moving environment

Role: Service Desk Coordinator Location: Doral Florida (5 days onsite) Duration: 6 Months Contract to hire Job Description Client is seeking a Service Desk Coordinator who is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service re...

Act as the single point of contact to the client for all types of service requests
Coordination of all IT support groups to ensure maximum utilization of billable resources
Pre-process service requests as they arrive through email manual entry or direct customer input
Schedule internal and field technical resources on the Connectwise dispatch portal
Monitor resource schedules to ensure prompt time entry on service requests
Communication with clients as required: keeping them informed of incident progress notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:

Improve customer service perception and satisfaction
Fast turnaround of client requests
Ability to work in a team and communicate effectively
Improve usage and increase productivity of IT support resources
Escalate service requests that cannot be scheduled within agreed service levels
Report the utilization of IT Support resources and successful completion of service requests to Management
Responsible for entering time in ConnectWise as it occurs
Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
Enter all work as service tickets into ConnectWise
Create client proposals
Purchase and receive hardware and software

Knowledge and Skills Required:

Basic computer and operating system knowledge
Interpersonal skills: such as telephony skills communication skills active listening and customer-care
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organizations key IT services for which support is being provided
Understanding of support tools techniques and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast-moving environment