Service Desk Coordinator

4 weeks ago


Indiana, United States Hirebridge Full time

Position Overview As a Service Desk Coordinator, you will be the first point of contact for our clients calling in for technical support.

You will quickly and efficiently assess the client’s needs, providing appropriate resolutions when possible or routing callers to the appropriate technician who can best solve their problem.

NOTE - This is a hyrbid role with three days per week required in office (Tuesday - Thursday).

Essential Duties & Responsibilities:

Serve as the first point of contact for clients seeking support

Triage inbound support calls via phone, email, and web platform

Create and filter tickets for successful handoff to support technicians/engineers

Gather related information from clients to better classify tickets such as effected users, sites, services, applications, systems, etc.

Track and assist the support teams in maintaining service level agreements (SLA’s), such as time, to engage with technical resources

Track progress of tickets between service delivery teams to ensure quality and timely follow-up

Follow up with clients via phone or email to confirm their issues were resolved

Track the success and improvement areas of the service delivery team to improve

Perform quick service tasks with appropriate training (such as password resets or filtering rule changes) ( Preferred Skills:

Previous experience in a technical role preferred, but not required

Tech savvy with an ability to quickly learn new technical concepts and skills

Strong customer service and troubleshooting skills

Must be able to communicate effectively, both verbal and written, with a broad range of individuals at all levels.

Resourceful in getting things done, self-starter, productive working independently or collaboratively – ours is a fast-pace entrepreneurial environment with performance expectations and deadlines

Inquisitiveness and an eagerness to learn new technologies and apply concepts to real world problems

What's in it for You?

Opportunity to work with a rapidly expanding tech company in the booming field of data analytics alongside some of the brightest minds in the industry

Opportunity to work with cutting-edge technology in a casual, fun environment

Opportunity to be a part of a local company committed to making a difference in our community

Competitive salary and benefits package including health, vision, dental and life insurance; paid time off; and 401(k) plan

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