Help Desk Coordinator

4 weeks 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.
  • 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
Relevant Additional Information:
  • Proficient in English (oral and written)
  • Active listener with excellent communication skills
  • Prioritize Calls/Emails according to Urgency and Importance
  • Exhibit’s ability to think creatively and analytically.
  • Outstanding organizational and multitasking abilities 
  • Sound judgement and critical thinking
  • Ability to work well under pressure. 
  • Assess the situation and prioritize calls. 
  • Coordinate schedules in the most effective manner. 
Experience: 
  • Minimum 3 years experience as a Helpdesk Team Lead
  • Strong written, verbal and presentation skills 
  • Be communicative and social, assertive and enthusiastic 
  • Problem solver

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