Service Desk Coordinator

About the role

We are seeking innovative individuals for a fast-paced Service Desk environment that operates 24/7. This role serves as the first point of contact for Enterprise Technology Services (ETS), striving to resolve customer incidents, answer questions, and assist with Service Catalog Requests. The mission is to provide superior, member-centric service to employees by addressing IT issues with a focus on first-contact resolution and timely escalation.

Responsibilities

• Respond to inbound calls daily to provide technical support and troubleshooting.
• Provide support via web queues, outbound interactions, and emails.
• Leverage resources to resolve technical issues in a timely manner.
• Use PC applications (e.g., word processing, spreadsheet, database) to document, maintain, and report on functions and activities.
• Escalate requests outside of your scope when necessary.
• Attend weekly staff and mentor meetings.
• Remain cognizant of adherence to help promote business unit success.
• Adhere to all practices, policies, and procedures.
• Perform other related duties as assigned or appropriate.

Required Qualifications

• Knowledge and understanding of the information technology field.
• Basic skill in 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 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.
• Required Technology: Word.

Preferred Qualifications

• 3+ years of Tier 1 support and capabilities or similar.
• Call Center or front-line customer support experience.
• Previous customer service in a fast-paced environment.
• Knowledge of ITIL (Information Technology Infrastructure Library).
• Familiarity with ticketing software (ServiceNow).

Work Environment

This is a hybrid position that may require an onsite presence of 12 days a month. The work schedule is 0800–1630 EST, Monday–Friday. Training will be conducted for two weeks on campus from 0800–1630 EST, Monday–Friday.

Benefits

• Medical, dental, vision, life, and disability insurance plans with optional supplemental coverage.
• Employee Stock Purchase Program (ESPP) and 401(k) with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program, access to certification prep and a library of technical and leadership courses/books/seminars after 6+ months of tenure, and certification discounts.
• Dedicated customer service team for consultants and a certified Career Coach.