Business Systems Helpdesk Coordinator

3 weeks ago

West Columbia, United States CEEUS Full time

About the Role:

Our organization is dedicated to providing exceptional support and efficient operations within the electric utility supply chain. The Helpdesk Coordinator will play a critical role in managing our helpdesk ticketing system and providing first-line support for incoming requests. This position ensures that tickets are appropriately categorized, assigned, and resolved promptly. Additionally, the Helpdesk Coordinator will support our meeting room A/V systems and assist with various administrative tasks to support the Business Systems team.

Responsibilities:

1. Helpdesk Management and Support:

  • Manage the helpdesk ticketing system, ensuring all tickets are logged, categorized, and prioritized correctly.
  • Provide Tier 1 support for basic IT issues, such as password resets, software troubleshooting, and hardware setup.
  • Escalate more complex issues to appropriate team members or teams.

2. Ticket Triage and Monitoring:

  • Assign tickets to relevant team members based on the nature of the request.
  • Monitor ticket queues to ensure timely responses and resolutions.
  • Follow up with team members and users to ensure issues are resolved satisfactorily.

3. Performance Monitoring:

  • Track helpdesk performance metrics, such as response times, resolution times, and user satisfaction.
  • Generate reports on helpdesk performance and identify areas for improvement.
  • Implement strategies to enhance the efficiency of helpdesk operations.

4. Meeting Room A/V Systems Support:

  • Provide primary support for meeting room A/V systems, ensuring equipment is functioning correctly.
  • Assist with setting up and troubleshooting A/V equipment for meetings and presentations.
  • Maintain and update A/V system documentation.

5. General Administrative Functions:

  • Coordinate meetings, including scheduling, preparing agendas, and arranging necessary resources.
  • Handle travel arrangements for team members, including booking transportation and accommodations.
  • Perform other administrative tasks as needed to support the Business Systems team.

6. User Communication and Training:

  • Communicate with users to provide updates on ticket status and gather feedback.
  • Develop and deliver training materials for common IT issues and solutions.
  • Educate users on best practices for utilizing Business Systems resources.

7. Continuous Improvement:

  • Stay updated with the latest trends and best practices in IT support and helpdesk management.
  • Suggest improvements to helpdesk processes and tools.
  • Participate in professional development opportunities to enhance skills and knowledge.

Qualifications:

  • Bachelors Degree in Information Technology, Management Information Systems, Computer Science, or similar technical coursework
  • 1 3 years work or internships in a business office environment.

Required Skills:

  • Self-motivated and passionate about providing excellent customer service.
  • Detailed, organized, analytical, and committed to continuous learning.
  • Experienced in IT support and helpdesk operations.
  • Possess excellent communication and organizational skills.
  • Capable of multitasking and managing time effectively.

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