Service Desk Coordinator Support Jobs

1 job found

1d ago

Help Desk Coordinator

Data-Tech Tampa, FL

Tampa, FL

1d ago

$17 - $20/hr Full time Customer Service Customer Support Help Desk Support

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Job Description

The Help Desk Coordinator is the first point of contact for incoming service calls and manages scheduling, dispatch, and tracking of help desk requests.

Responsibilities

Coordinate help desk ticket management: log, prioritize, assign, track, and document requests in help desk systems
Serve as the primary contact for service requests, managing a high volume of incoming calls and emails
Prioritize and assign tickets according to established company policy and procedures
Monitor resource schedules to support timely time entry on service requests
Communicate clearly with customers by providing accurate updates on request progress and changes or agreed outages
Maintain consistent client satisfaction and help ensure efficient team execution
Ensure service requests are entered into systems with all required details and accurate information
Coordinate with Service and Engineering Departments to delegate tasks and complete requests in a timely manner
Follow up to confirm timely resolution and ensure the escalation process is used when needed
Adhere to all company processes and procedures with a client-first approach
Provide and maintain detailed documentation for all support request tickets

Requirements

Excellent customer relationship skills
Ability to manage multiple priorities and projects at the same time
Strong listening and communication skills, both verbal and written
Organized, detail oriented, and self-motivated
Ability to prioritize competing objectives and meet deadlines
Strong computer skills; ability to communicate electronically and on the phone
Knowledge in basic networking configurations
Ability to stay in contact with the client through completion of the service request
Problem-solving ability and ability to meet service level agreement requirements
Capability to build positive, collaborative working relationships
Willingness to develop professionally and ability to work with limited supervision
Reliable means of transportation and communication
Must have a clean 7-year criminal background check

Preferred Experience

2+ years of experience in a fast-paced administrative role (preferred)
2+ years of experience in customer service via phone or a call center environment (preferred)
Experience working for an IT provider, managed service provider, or similar business (preferred, not required)
No technical skills or experience required; training on IT products and services, plus internal processes and procedures, will be provided

Pay and Schedule

Pay: $17.00 - $20.00 per hour
Expected hours: 40.0 per week

Work Location

Location: Tampa, FL
Work mode: Onsite (in person)

Physical Requirements and Work Conditions

Ability to work in a standard office setting (on site or off) and use standard office equipment, including a computer
Ability to concentrate to maintain attention to detail despite interruptions
Ability to lift and carry objects up to 50 pounds
Ability to read printed materials and a computer screen
Hearing and speech required for in-person and/or telephone communication
Ability to sit/stand for extended periods of time
Ability to drive a motorized vehicle

Benefits

401(k)
401(k) matching
Dental insurance
Employee assistance program
Flexible spending account
Health insurance
Life insurance
Paid time off
Parental leave
Professional development assistance
Retirement plan
Vision insurance

Work type: In person

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