| Job Description |
Position Summary:
The Help Desk Coordinator at Data-Tech is the first point of contact for incoming service calls and is responsible for attaining maximum utilization of internal and field technical resources through daily scheduling and dispatch of service requests. In this position, the Help Desk Coordinator drives client satisfaction and team efficiency by ensuring all service requests and scheduled services are addressed promptly, prioritized properly, and assigned to the correct technical resource. This is achieved by hosting on-going meetings with the technical teams, refining processes to improve service delivery, monitoring & managing client satisfaction, and managing the processing of information.
The Help Desk Coordinator will work closely with the Service Department Manager and other department heads to ensure client expectations are being met and escalated service requests are prioritized appropriately. In addition, the Help Desk Coordinator will work closely with the management team to ensure all business goals are being met.
Essential Duties and Responsibilities:
The Help Desk Coordinator position is a key contributor in the success of ensuring client satisfaction. This is achieved by proper follow thru proper triaging and managing of service requests and helping in managing client expectations.
- Act as the single point of contact to the customer for all services requests.
- Prioritize and assign tickets appropriately based on established company policy and procedures.
- Monitor resource schedules to ensure prompt time entry on service requests.
- Provide consistent, thorough, and accurate communication to customers to keep them informed on the progress of their request and provide updates on impending changes or agreed outages.
- Ensure exceptional client satisfaction is consistently delivered and maintained.
- Ensure service requests are being entered into our systems with all necessary details and accurate information.
- Work with the Service and Engineering Departments to delegate tasks to complete all requests in a timely manner, ensuring client satisfaction 100% of the time.
- Follow up on service requests to ensure they are being resolved in a timely manner and escalation process is being followed when necessary.
- Adhere to all company processes and procedures by putting the needs of our clients first.
- Provide and maintain detailed documentation for all support request tickets.
Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Excellent customer relationship skills
- Ability to work on multiple priorities and/or projects simultaneously
- Excellent listening and communications skills, both verbal and written
- Must be organized, detail oriented and self-motivated
- Ability to prioritize multiple competing objectives to meet deadlines
- Strong computer skills and effectively communicate electronically and on the phone
- Knowledge in basic networking configurations
- Ability to remain in contact with the client through the completion of the service request
- Problem-solving abilities and ability to meet service level agreement requirements
- Ability to build positive collaborative relationships
- Willingness to develop professionally and ability to work with little supervision on a team
- Have reliable means of transportation and communication
- A clean 7-year criminal background check is a requirement for this position
Preferred and/or Required Experience:
- 2+ years of experience in a fast-paced administrative role preferred.
- Experience working for an IT provider, managed service provider, or similar business preferred, but not required.
- No technical skills or experience are required for this role; training on all of our IT products and services, as well as our processes and procedures, will be provided.
Physical Requirements and Working Conditions:
Must possess the mobility to work in a standard office setting (on site or off), and to use standard office equipment, including a computer, concentration to maintain attention to detail despite interruptions, strength to lift and carry objects weighing up to 50 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and/ or over the telephone. Must be able to sit/stand for extended periods of time. Must be able to drive a motorized vehicle.
Employee Benefits:
At Data-Tech, we take immense pride in our employees and recognize the value that you bring to the company. Therefore, we aim to provide the best compensation and benefits possible to fulfill your needs and expectations and to help you maintain a comfortable work-life balance. As a full-time employee here at Data-Tech, you will be eligible for the following benefits and perks (waiting periods may apply):
- Paid Time Off (Year 1 – Year 4: 10 days, Year 5 and beyond: 20 days.)
- PTO begins accruing on day 1
- Can use PTO after 30 days.
- Unused PTO carries over to the next year (up to 80 hours)
- 401K Contribution Plan (we match 100% up to 4% of an employee’s annual salary)
- Individual and Dependent Medical Insurance (we pay 50% of individual Silver Tier coverage)
- Individual and Family Dental Insurance
- Individual and Family Vision Insurance
- Life Insurance (100% employer paid)
- BalanceCare (24/7 Confidential Healthcare Services)
- Paychex Flex (Access and edit direct deposit info, pay stubs, health & benefits anytime, anywhere)
- BalanceWorks (Integrated EAP, Work/Life, Fitness Rewards and Wellness Program)
- Flexible Spending Account
- Employee Recognition Program
- Professional Development Program and Employer Sponsored Training/Certifications
- Employer Sponsored Lunches and Events
- Casual Fridays (Wear jeans to work every Friday!)
If you believe you meet the above qualifications and are interested in joining an organization that supports its employees and is committed to helping them reach their full potential, we encourage you to apply now!
Data Tech is an Equal Opportunity Employer. We do not discriminate on the basis of race/color/religion/sex/national origin/veteran status/disability/age/sexual orientation/gender identity/marital status or any other characteristic protected by law. |
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Lietz Development, Inc. 1996. All Rights Reserved.
