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Service Desk Coordinator

3 months ago

Tacoma, United States Restaurant Supply Chain Solutions LLC Full time

The Service Desk Coordinator works with IT Operations and IT Systems staff to coordinate the successful and timely delivery of technical services to internal clients within Harborstone Credit Union. The Service Desk Coordinator will process incoming service requests from clients and will coordinate timely service delivery with the IT Operations and IT Systems technical staff.

The Service Desk Coordinator assigns service tickets to the Harborstone technical staff and monitors the completion of the service ticket while keeping the clients informed. This position works with IT staff, users and vendors to facilitate problem resolution for workstations, their peripherals, distributed applications and the voice and data network systems. The Service Desk Coordinator provides user support services by acting as the front-line interface to users, accepting trouble reports, and dispatching to appropriate technical staff or vendors.

Serve as first point of contact for internal customers seeking technical assistance over the phone, by email, or through the ticketing system.

Perform remote troubleshooting through diagnostic techniques and pertinent questions.

Determine the best solution based on the issue and details provided by customers and focusing on “First Call Resolution”.

Walk internal customers through the problem-solving process.

Escalate unresolved issues to the next level of support personnel.

Provide accurate information on IT products or services.

Record events, problems, and their resolution in the ticketing system.

Follow-up and update internal customers on status of open issues.

Identify and suggest possible improvements to enhance efficiency and to provide a higher level of customer service to our internal customers.

Provide clear concise and timely communications to all Harborstone staff for technology related issues. The Service Desk Coordinator will act as a communication conduit for between Harborstone management and staff for a wide range of incidents and provide timely status updates for ongoing issues.

Provide backup and assistance to IAM SD Coordinator with access requests.

Required Skills

ITIL Foundations, ITIL Practitioner: Service Desk, Incident and Problem Resolution preferred

Required Experience

One year of work experience in telecommunications, computer support, or computer operations, preferably in a credit union or financial institution.

One year customer service experience

EDUCATION:

Two years of college with emphasis on telecommunications, computer science, network administration or a related field; or completion of vocational training in computer operations, computer systems support, or system/network administration.

Qualifications: ITIL Foundations, ITIL Practitioner: Service Desk, Incident and Problem Resolution preferred

ITIL Foundations, ITIL Practitioner: Service Desk, Incident and Problem Resolution preferred

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