Service Desk Coordinator

Found in: Appcast US C2 - 2 weeks ago

Chandler, United States eXcell Full time

eXcell has been staffing IT professionals at the top Fortune 100 companies for over two decades. Whether you are looking for a lower-level IT position or a high-level executive position, we are here to help you find the right opportunity.

Our client has a brand new opportunity for a Service Desk Coordinator to join their team for a remote position and oversee IMac ticket coordination and equipment shipment processes. This role is pivotal in ensuring the seamless execution of ticket and project coordination within client technical and non-technical support teams. This role will require completion of two mandatory training courses (totaling no more than 2 hours) prior to starting, necessary for system access.

Duties and Responsibilities:

  • Coordinate and manage IMac tickets, ensuring timely and efficient processing

  • Facilitate the coordination and shipment of equipment, maintaining accurate records and communication with relevant parties

  • Work closely with internal teams to ensure project requirements and timelines are met

  • Maintain high levels of customer service and support throughout all processes

  • Manage 650 users per month and complete all returns within 15 days

  • Daily tasks include but not limited to:

    • Export assigned lifecycle records from Tableau Reporting server

    • Import daily report into lifecycle excel and run macro

    • Review communications needed

    • Update Excel with the communication type that user is to receive

    • Paste results into Sharepoint that auto sends communication type to users

    • Utilize the appropriate standard verbiage to update LCMS with the comments and date

    • Open MDT request for user when migration is complete

    • Ensure lost / stolen devices are reported appropriately

    • Ensure device is returned within SLA

    • Escalate non-compliant users

    • Answer user questions regarding processes or direct to technology connection for technical assistance

    • Attend weekly team call and follow all processes and procedures

 
Skills and Qualifications:

  • Experience in ticket or project coordination is preferred

  • Excellent communication and organizational skills

  • Ability to manage and prioritize tasks efficiently

  • Capability and reliable in completion of daily activities without governance

  • Proficient in using Vera for accessing WF systems

  • Skilled in Excel basic functions of copy, paste, sort, filter

  • Able to send daily communications to users with migration instructions, answer questions about the migration process, and direct users to technology connection for technical questions

 
 
 
Full COVID-19 vaccination may be required.
 
We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life/AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA/HSA Pre-Tax Benefits, Employee Discounts.
 
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.

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