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IT Support Operations Coordinator

2 months ago

Cincinnati, Ohio, United States Encore Technologies Full time

Position Overview: The IT Support Operations Coordinator will oversee and facilitate the management of IT support requests within the ServiceNow platform. This position is crucial for ensuring prompt resolution of technical issues, maintaining exceptional customer satisfaction, and enhancing the efficiency of ServiceNow for effective ticket handling.

Core Responsibilities:

Ticket Oversight:

1. Supervise and manage IT support requests in the ServiceNow system.

2. Allocate requests to suitable IT support personnel based on urgency and expertise.

3. Guarantee that requests are addressed within the established Service Level Agreements (SLAs).

4. Elevate unresolved requests to senior support or management when necessary.

Client Support:

· Engage effectively with users to comprehend their concerns and prioritize their needs accordingly.

· Maintain high levels of client satisfaction through professional and respectful interactions.

ServiceNow Management:

· Create and assess reports on ticket performance metrics to pinpoint trends and improvement opportunities.

· Keep precise and current documentation of ServiceNow configurations and operational procedures.

Team Collaboration:

· Work collaboratively with cross-functional teams to ensure smooth service delivery.

· Partner closely with other IT professionals to refine overall support processes.

Required Qualifications:

· Expertise in the ServiceNow platform.

· Excellent communication skills and a customer-focused approach.

· Ability to thrive in a team-oriented environment and adapt to shifting priorities.

Physical Requirements:

· Extended periods of sitting at a workstation and engaging with a computer.

· Occasional movement between different facilities.

· Occasional lifting, pushing, or pulling of items up to 15 lbs.

Encore Technologies is committed to being an Equal Opportunity Employer. We value and strive to empower each individual while supporting the diverse cultures, perspectives, skills, and experiences within our workforce.