Job Description Service Desk Coordinator: Perform day-to-day work activities coordinating the delivery of Move/Add/Change (MAC) Services and/or Break-fix cases - the ad hoc rearrangement, addition or deletion of product and service components or features such as software, hardware, carrier provisioning or other network components. Responsible for dispatching and closing all assigned cases including communicating, tracking, reconciling, and documenting the cases accurately within designated guidelines, deadlines and margin requirements. Coordinate with various functional groups to complete assigned MAC/Break-fix cases to the customers' satisfaction and within specified SLAs. Ensure services are delivered to clients in a high quality and professional manner consistent with company initiatives and client expectations. This role is an integral part of the service delivery team and at times is required to collaborate across various internal and external groups. Position Details:
- Hourly position based upon experience & skill level
- Long term contract with possible contract extension or hire
- Location: Black Box Office in Austin TX 78758
- Standard Hours: Mon-Fri. 09:00am-6:00pm (OT as needed)
- Client Addendum will need to be followed. Copy will be provided at the time of candidates offer acceptance.
- Top Skills:
- Previous IT industry Call Center or Dispatch work environment
- Previous experience working in a ticketing systems; handling 75+ tickets daily
Primary Roles & Responsibilities:
- Responsible for dispatching and closing all assigned cases including communicating, tracking, reconciling, and documenting the cases accurately within designated guidelines, deadlines and margin requirements.
- Responsible for receiving and managing 1st level inquiries and escalations, not requiring technical support or triage, from initial request throughout the case life-cycle to resolution. Including facilitating the successful completion of the change of equipment or technology and updating customers and other stakeholders regularly on ongoing open MAC request/break-fix cases.
- Coordinate & verify the assignment of labor and materials required, according to established guidelines. Initiate, prepare and send required documentation as needed.
- Analyze MAC/INC case data to identify and implement lessons learned, efficiencies and enhanced client service.
- Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meeting client expectations. Provide timely documentation of issues, action plan and outcome. Achieve all client satisfaction objectives and internal / external SLAs.
- Foster and contribute toward collaborative working relationships within operations and across all levels and departments of the organization.
- Achieve performance targets established by leadership for applicable Key Performance Indicators.
- If supporting a 24/7/365 customer, able to smoothly transfer information, outstanding issues and tasks at the end of each shift and have flexibility to cover other shifts as needed in a 24/7/365 Service Desk environment.
Knowledge, Skills, Abilities
- Accountability - Demonstrates an understanding of the link between one's own job responsibilities and overall organizational goals and needs, and performs one's job with the broader goals in mind. Looks beyond the requirements of one's own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in organization's success.
- Customer Focus - Demonstrates concern for meeting internal and external customers' needs in a manner that provides satisfaction for the customer. Considers the impact on the external customer when taking action, setting policies or carrying out one's own job tasks. Looks for external trends that are likely to shape the wants and needs of customers in the near future. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.
- Decision Making - Makes good decisions using a combination of analysis, knowledge, experience, and judgment. Analyzes and distinguishes core problems by looking at the symptoms. Resolves key issues behind major problems in the short term while developing and executing long term solutions. Has a strong record for making decisions that are correct and accurate. Applies strategies to implement effective decision making during crises.
- Interpersonal Relationships - Demonstrates appropriate and professional behavior at all times. Uses a high degree of tact and diplomacy in working with others. Models and exercises sound judgment regarding personal conduct. Is aware of one's own style or preference and its impact on others. Earns the respect of others.
- Results Focused - Demonstrates concern for achieving or surpassing results against an internal or external standard of excellence, shows a passion for improving the delivery of services with a commitment to continuous improvement. Sets and maintains high performance standards for self and others that support organization's strategic plan.
Education / Experience Requirements
- Minimum 2 years of related technical industry experience to include customer service, dispatching, incident/break-fix support in the telecommunications, audio, and/or network connectivity products and services field. - Strongly Preferred
- Proficient in MS Office (Word, Excel, Visio, PowerPoint), Outlook, SharePoint, service delivery management tools such as ITSM, ServiceNow and related cloud based technology systems. - Strongly Preferred
- Strong communication and presentation skills, comfortable interfacing with customers (internal and external). With demonstrated ability to consistently exceed client expectations.
- Excellent problem solving skills with success in root cause analysis. Demonstrated ability to manage multiple initiatives concurrently in a high volume SLA environment.
- Demonstrated experience of continuously expanding and leveraging knowledge of technology, market and industry trends with success in identifying, recommending and implementing best practices and methodologies.
- Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.
Supervisory Responsibility This position has no direct reports. About Us: Black Box is a leading technology solutions provider. Our mission is to accelerate our customers' business by valuing relationships with our team members, clients and stakeholders. By continuously growing our knowledge, we remain relevant in the market and are in a superior position to help customers design, deploy and manage their IT infrastructure. Through our values, such as innovation, ownership, transparency, respect and open-mindedness, we deliver high-value products and services through our global presence and 2,500+ team members in 24 countries and growing. Black Box is a wholly-owned subsidiary of AGC Networks. Visit blackbox.com to learn more. #LI-NB1 About Us
What's in it for You? Joining Black Box means you'll have the opportunity to work on exciting, highly visible projects with our customers. You'll get to know large and small organizations across the world and work to deliver best in class IT solutions. You'll be rewarded with a variety of experiences, development opportunities and exposure to some of the world's most admired companies. In addition to these rewarding experiences, you'll have access to our comprehensive Total Rewards Program. Our program continues to evolve to meet the needs of our dynamic workforce by providing a variety of benefits which are applicable and competitive for each country & region.
About Black Box Black Box is the trusted global solutions integrator and digital technology partner. With nearly 45 years of experience connecting people and devices, we are an organization of top technical professionals dedicated to delivering solutions and services that help organizations design, build, manage, and secure their communications and IT infrastructure and networks. Technologies include 5G/OnGo, connected buildings, digital workplace, multisite deployments, data centers, and IoT. We also design and manufacture award-winning products for Pro AV, KVM, cabling, and networking known for their advanced functionality, flawless performance, outstanding reliability and fail-safe security. We deliver high-value technology services and products through our values, such as innovation, ownership, transparency, respect and open-mindedness combined with our global presence and 2,500+ team members in 24 countries and growing. Black Box is a wholly-owned subsidiary of AGC Networks. Black Box is an equal opportunity employer. Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, sexual identity, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs.