Service Desk Coordinator

2 days ago

Austin, Texas, United States INSPYR Solutions Full time
Job Title: Service Desk Coordinator

Join INSPYR Solutions, a national expert in delivering flexible technology and talent solutions, as a Service Desk Coordinator. In this role, you will be responsible for dispatching and closing all assigned cases, communicating with customers, and tracking and reconciling cases within designated guidelines and deadlines.

Key Responsibilities:
  • Dispatch and close all assigned cases, including communicating with customers and tracking and reconciling cases within designated guidelines and deadlines.
  • Receive and manage 1st level inquiries and escalations, not requiring technical support or triage, from initial request throughout the case life-cycle to resolution.
  • Facilitate the successful completion of the change of equipment or technology and update customers and other stakeholders regularly on ongoing open MAC request/break-fix cases.
  • Coordinate and verify the assignment of labor and materials required, according to established guidelines.
  • Analyze MAC/INC case data to identify and implement lessons learned, efficiencies, and enhanced client service.
  • Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection, and resolution.
  • Proactively identify and remove barriers to meeting client expectations.
  • Provide timely documentation of issues, action plan, and outcome.
  • Achieve all client satisfaction objectives and internal/external SLAs.
  • Foster and contribute toward collaborative working relationships within operations and across all levels and departments of the organization.
  • Achieve performance targets established by leadership for applicable Key Performance Indicators.
Requirements:
  • Minimum 2 years of related technical industry experience, including customer service, dispatching, incident/break-fix support in the telecommunications, audio, and/or network connectivity products and services field.
  • Proficient in MS Office (Word, Excel, Visio, PowerPoint), Outlook, SharePoint, service delivery management tools such as ITSM, ServiceNow, and related cloud-based technology systems.
  • Strong communication and presentation skills, comfortable interfacing with customers (internal and external).
  • Excellent problem-solving skills with success in root cause analysis.
  • Demonstrated ability to manage multiple initiatives concurrently in a high-volume SLA environment.
  • Demonstrated experience of continuously expanding and leveraging knowledge of technology, market, and industry trends with success in identifying, recommending, and implementing best practices and methodologies.
Benefits:
  • Comprehensive medical benefits
  • Competitive pay
  • 401(k) retirement plan
  • More benefits

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