Business Systems Helpdesk Coordinator

3 weeks ago

West Columbia, South Carolina, United States CEEUS Full time
About the Role

Ceeus is seeking a highly motivated and detail-oriented Business Systems Helpdesk Coordinator to join our team. As a key member of our Business Systems team, you will play a critical role in managing our helpdesk ticketing system and providing first-line support for incoming requests.

Key Responsibilities
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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
    • Bachelor's Degree in Information Technology, Management Information Systems, Computer Science, or similar technical coursework.
    • 1-3 years of 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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