We are currently seeking a qualified SERVICE DESK COORDINATOR to join our growing tight-knit Team with knowledge and experience in the Autotask PSA software.  This is a full-time remote position for a self- motivated accomplished candidate who is a flexible problem solver with good technical experience and can provide excellent liaison between our Technicians and Clients to ensure follow-up and follow-through are accomplished successfully and who will be committed to quality and integrity towards our clients.

Job Purpose and Position Overview:

The Service Desk Coordinator is a highly visible client facing position and is primarily responsible for managing and tracking client tickets and issues in a fast paced-dynamic Team environment.  The Service Desk Coordinator will manage incoming support requests, respond to client inquiries regarding tickets, track tickets and resource workloads.  You will be responsible for managing client expectations and delivering exceptional customer service while supporting our Technicians; you will identify and solve problems in a timely manner and convey essential information to clients, as necessary. The position will also assist in performing minor troubleshooting in the identification of applicable problems relating to PC’s, applications software and basic information systems communications.

Specific Job Duties / Responsibilities:

  • Answer all service phone calls and respond to service requests from clients
  • Prioritize service requests and set level of expectations by determining level of support warranted
  • Create tickets when needed using internal business tools to provide customer support
  • Schedule / assign tickets for Technicians adjusting priorities throughout the day.
  • Liaison between Techs and clients to ensure follow-up and follow-through
  • Develop and implement customer satisfaction surveys
  • Execute and implement methods for on-site service calls/Status Reporting Process (SRP)/Problem Management and Resolution (PMR)
  • Monitor metrics which will be set for ticket close times and other key performance indicators (KPI’s)
  • Be accountable for tracking, measuring, and reporting delivered services against performance goals / service level agreements.
  • Responsible for understanding the flow of daily work pertaining to each Technician’s remote and on-site schedule
  • Participate in ongoing strategy meetings
  • Perform other related duties as assigned.
  • Work independently and as a Team.

Preferred Personal Qualities:

  • A passion for Learning and for providing world-class customer service
  • Enjoys fast pace work environment, and ability to multitask
  • Self-starter who takes initiative, is open minded, and is a Team player
  • Positive attitude with good energy
  • Displays integrity and accountability
  • Ability to communicate well both written and orally
  • Ability to manage time effectively and meet deadlines
  • Great sense of humor

Qualification, Knowledge Skill Required:

  • Minimum of 5 years’ “hands-on” experience in customer support and network administration.
  • Have a working knowledge of technology and possess an understanding of computers, applications and networks
  • Experience in a managed services environment is preferred
  • Experience with Autotask PSA is required
  • Excellent communication, writing, analytical and creative problem-solving skills.
  • Excellent customer service skills including ability to translate technical information to non-technical users
  • Ability to work well in a Team environment, to handle pressure and multiple projects simultaneously and to manage work under tight deadlines
  • Perform daily QA checks on tickets closed at end of day

We appreciate our employees. We offer competitive wages, health contribution, retirement plans, Life Insurance-, Short- and Long-Term Insurances, Dental & Vision, incentive pay, Personal Time off and full paid vacations.

We also invest in you! If you have a passion for continuous learning and personal growth; if you want to add to your certifications helping us to improve our customer service, then we will help you get there by incentivesing your intellectual growth.

  • Laptop
  • Cell phone
  • Employee Recognition
  • Perks, Bonuses & Incentives