IT Service Desk CoordinatorIT Service Desk Coordinator to make a proactive and significant contribution to our fast-paced organization. This organized individual will keep our service desk on a direct path. Managing incoming tickets and assigning them to proper departments and individuals at a rapid pace will be a daily responsibility. Oversee all internal systems for accuracy and integrity. Must be able to meet deadlines and foresee upcoming problems to prevent issues before they arise. Technical hands-on capability is not needed for this position. Understanding IT systems terminology is a plus. Ideal candidate is a go-getter who is ready to schedule, communicate, and do what it takes ensure service issues and projects are coordinated efficiently while upholding a high standard of quality customer service
- Previous MSP or Multi-Tenant experience is a must
- Daily management and tracking of time, tickets, activities, and tasks
- Daily management of internal systems
- Audit outcomes and manage improvements
- Assist in managing incoming tickets, assigning, and escalating when necessary
- Recognize when and who to involve in escalations
- Providing support while maintaining standards and functionality
- Create and implement project plans
- Schedule meetings, document and generate reports when needed
- Build and maintain relationships with customers
- Identify the need and opportunities for improvement
- Support team members
- Liaison with other departments
- Tackle difficult and complex problems independently and with your team
- Provide valuable insight while creating actions plans
- Guide efforts to respond to unforeseen circumstances that impact our organization and/or our clients
- Create, Maintain, and Follow SOPs
- Attention to detail
- Interpersonal skills
- Decision making
- Communication skills
- Working knowledge of project management & ticketing software
Knowledge and SkillsBachelor's Degree in business administration, management, or a related fieldOr relevant equivalent experienceProject management certifications: Certified Associate in Project Management (CAPM), project management professional (PMP) or similar a plusPrevious Managed Service Provider or Multi-Tenant Customer management Help Desk experience a plusRequirements
- Valid Driver's License
- Own Vehicle for Transportation to/from Client Sites
- Valid Car Insurance
- Must be willing to commute to Erdenheim, PA
- Must be willing to visit client sites
- Background check for security of our customers
- Must have ability to lift up-to 50lbs of technical equipment
RequirementsValid Driver's LicenseOwn Vehicle for Transportation to/from Client SitesValid Car InsuranceMust be willing to commute to Erdenheim, PAMust be willing to visit client sitesBackground check for security of our customersMust have ability to lift up-to 50lbs of technical equipmentSalary Description 44,000 to 50,000