BCA is seeking a Service Desk Coordinator who is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.
Essential Duties and Responsibilities:
- Act as the single point of contact to the client for all types of service requests
- Coordination of all IT support groups to ensure maximum utilization of billable resources
- Pre-process service requests as they arrive through email, manual entry, or direct customer input
- Schedule internal and field technical resources on the Connectwise dispatch portal
- Monitor resource schedules to ensure prompt time entry on service requests
- Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Additional Duties and Responsibilities:
- Improve customer service, perception, and satisfaction
- Fast turnaround of client requests
- Ability to work in a team and communicate effectively
- Improve usage and increase productivity of IT support resources
- Escalate service requests that cannot be scheduled within agreed service levels
- Report the utilization of IT Support resources and successful completion of service requests to Management
- Responsible for entering time in ConnectWise as it occurs
- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
- Enter all work as service tickets into ConnectWise
- Create client proposals
- Purchase and receive hardware and software
Knowledge and Skills Required:
- Basic computer and operating system knowledge
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
- Ability to multi-task and adapt to changes quickly
- Technical awareness: ability to match resources to technical issues appropriately
- Service awareness of all organization’s key IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast moving environment
