Helpdesk Coordinator

Description:

 

A Performance Team Helpdesk Coordinator will interpret, evaluate and resolve PC, network and voice related issues.  The Coordinator will analyze simple to moderately complex inquiries and determine appropriate technical area or vendor to resolve client issues.  The coordinator will log problem and service work orders in the Help Desk system and will route it to the appropriate support group.  Coordinator will ensure the work order is complete will log all the required information.  Coordinator escalates work orders not handled in a timely manner and/or when a client calls back for status.  The Coordinator will report problems with procedures and will make suggestions for improvements. 

 

Responsibilities:

 

Answer incoming user calls via telephone or e-mail concerning network, server, password, telephony, voice mail, printing and computer related issues.

 

Perform level 1 problem diagnostics and resolution of moderately complex system hardware, software, network, and operator issues.

 

Perform password resets

 

Perform basic application installation/re-installation

 

Process service request such as voicemail and security requests

 

Ensure work orders are created and routed to the appropriate support team in a timely manner. 

 

Manage Helpdesk ticket queue to ensure low wait times.

 

Ensures that all phases of Helpdesk support are properly coordinated, monitored, logged, tracked, escalated, and resolved appropriately.

Review status of systems, applications and network as per customer request.

 

Interact with support teams if resolution is unclear.

 

May share responsibility for the development, maintenance and integrity of Helpdesk software.

 

As needed, provide end-users training on software and system utilization.



Requirements:

 

Minimum 3 years in Helpdesk or Desktop environment.

 

Knowledge of MS Office suite of products, MS Outlook, Internet Explorer,

Windows XP/2000 Operating System.

 

Exceptional verbal and written communication skills.

 

Ability to multi-task and be flexible with assigned work schedule.

 

Ability to work in a team environment, presenting a professional image and commanding the respect of staff and peers.

 

Strong initiative, detail orientation, ability to interpret problems and decisive decision-making skills.