Service Desk Coordinator

Job Description

The Service Desk Coordinator is the first line of communications for customers when they have requests, questions, concerns and / or inquiries.

The Coordinator is responsible to route these requests to the appropriate parties for fulfillment. This position is also responsible to ensure effective communication & escalation to appropriate leadership for any and all matters that need remediation.

The Service Desk Coordinator will work in accordance with the organization’s office policies and procedures, keeping in mind the overall core values of Allied Universal Technology Services.

This is a full time, in office role.

RESPONSIBILITIES :

• Routing of requests, concerns, questions, and inquiries to appropriate parties (including Management and Technical Staff) either through an electronic service toolset, telephone, email, instant messaging, and other communications mediums.
• Coordinate and liaise with all departments related to assigned service activities and necessary escalation.
• Effectively communicate deficiencies, concerns, or inquiries immediately to management regarding any inquiry from a customer or internally interested party.
• Maintain SLA requirements for contracted customer issues & service requests by prompt notifications and documentation of reported issues and questions.
• Responsible for maintaining effective internal communications and to ensure contractual obligations are fulfilled while quickly resolving issues, thereby minimizing customer concerns and enhancing customer relations.
• Track regionally logged cases and work-order task and report anomalies to appropriate management staff.
• Assist Service Managers in scheduling of technical staff.
• Produce on-demand and recurring reports for Service Management staff.
• Update Work Order Tasks as assigned.
• Follow up and communicate with external customers as required.

QUALIFICATIONS :

Required Education and Experience :

• High School Diploma is required. Associate’s or bachelor’s degree in a related field preferred.
• A minimum of 2 years of experience in Operations Coordination, Central Station Operations or a related field

Required Knowledge, Skills, and Abilities :

• Proficient with MS Office Suite (Teams, Excel, Outlook, PowerPoint, Project, SharePoint, and Word).
• Ability to establish and maintain effective working relationships with both internal and external customers.
• Must be able to manage multiple tasks while meeting strict deadlines.
• Must be detail-oriented and organized.
• Possess excellent verbal and written communication and follow-up skills.
• Strong analytical and decision-making abilities.
• Self-motivated with the ability to motivate and influence others.
• Must be familiar with and able to analyze and manipulate electronic (software based) management tools including metrics, dashboards for measuring KPI’s and or CPI’s.
• Must be able to participate in on-call activities based on assignment by the Service Desk Manager. This includes recurring scheduled on-call requirements.

BENEFITS :

• Medical, dental, vision, basic life, AD&D, and disability insurance
• Enrollment in our company’s 401(k) or Supplemental Income Plan, subject to eligibility requirements
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

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