|Reference #||19-00489||Title||IT Service Desk Coordinator I|
|Start Date / End Date||05-08-2019 --- 05-08-2020|
Job Summary Assist in maintaining/updating user reference/procedural information and communicate with other departments to determine correct procedures and/or policies. Assist in guiding procedural improvements in relation to the ITSC processes. Remote into user's machines to resolve issues. Service Desk Coordinators are provided timely and accurate procedural and technical assistance. Essential Functions / Principal Responsibilities Effectively resolves the majority of issues, assigning only the most difficult problems to senior level support. Solves 80% of issues on the first call Responds to monitoring tool alerts in the Service Center. Escalates alerts to responsible support groups. Assist junior staff in developing their competencies. Analyze problems with systems or procedures and recommend changes if required. Document and post tier I procedural information that will assist staff in the resolution of issues.
Knowledge, Skills and Abilities Required: Strong written and verbal skills are critical along with the ability to interact with other employees in a professional and tactful manner. Experienced and proficient in using PCs, Word and Excel. Must be able to work in a team atmosphere and demonstrate the ability to be flexible with the hours of work. Must be able to clearly communicate over the telephone. Ability to interface with all levels of management. Education, Work Experience, Licenses & Certifications Required: High School diploma or equivalent certification or experience.
Bachelor's degree in related area or an equivalent combination of education and experience