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Help Desk Coordinator

2 months ago

Annapolis, United States International Computer Sciences Inc Full time
Job DescriptionJob DescriptionOverview of Company
ICSI is a rapidly growing MSP in Annapolis, Maryland and has been servicing the DC Metro area since 1987.
 
Position Overview:
The Help Desk Coordinator will assist ICSI to manage day-to-day IT operations. The Help Desk Coordinator will primarily assist with user support and asset management, as well as contribute to documentation within ConnectWise Manage.

Job Description:Help Desk Coordinator / Dispatch Manager 
 Duties: 
  • Provides daily supervision and direction to helpdesk team
  • Manage personnel who serve as the first point of contact for troubleshooting hardware, software, PC, printer, and Network issues
  • Assigning and tracking helpdesk tickets
  • Tracking, reporting, and ensuring adherence to SLAs
  • Provides administrative and technical direction to helpdesk team
  • Strong communication, leadership, and customer service skills.
  • Defining processes and operations for Service Delivery and Professional Services
  • Works closely with other teams and clients to coordinate plans and activities
  • Analyze, evaluate, and resolve client service delivery challenges.
  • Monitor and review all service and support queues to assign ticket priority, and escalations, determine if request is new or Document
  • Review and improve workflows in ticket and staff dispatching and other work processes as needed
  • Prepare and present service ticket reports to management regularly
  • Minimum 3 years experience as a Helpdesk Team Lead