Basic knowledge of computers and operating systems.
Interpersonal skills, including telephony, communication, active listening, and customer-care skills.
Ability to multitask and adapt quickly to changes.
Technical awareness sufficient to match resources appropriately to technical issues.
Awareness of the organization’s key IT services being supported.
Understanding of support tools, techniques, and how technology is used to provide IT services.
Typing skills for quick and accurate entry of service request details.
Ability to work in a fast-moving environment.
Responsibilities
Act as the single point of contact for clients for all types of service requests.
Coordinate IT support groups to maximize utilization of billable resources.
Pre-process service requests received by email, manual entry, or direct customer input.
Schedule internal and field technical resources through the ConnectWise dispatch portal.
Monitor resource schedules to ensure prompt time entry on service requests.
Keep clients informed of incident progress and notify them of impending changes or agreed outages.
Improve customer service, customer perception, and satisfaction.
Provide fast turnaround of client requests.
Improve usage and increase productivity of IT support resources.
Escalate service requests that cannot be scheduled within agreed service levels.
Report IT Support resource utilization and successful completion of service requests to management.
Enter time in ConnectWise as work occurs.
Complete assigned ConnectWise University training materials and blueprints to understand ConnectWise processes.
Enter all work as service tickets into ConnectWise.
Create client proposals.
Purchase and receive hardware and software.
Job Description
BCA is seeking a Service Desk Coordinator who is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.
Essential Duties and Responsibilities:
Act as the single point of contact to the client for all types of service requests
Coordination of all IT support groups to ensure maximum utilization of billable resources
Pre-process service requests as they arrive through email, manual entry, or direct customer input
Schedule internal and field technical resources on the Connectwise dispatch portal
Monitor resource schedules to ensure prompt time entry on service requests
Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Additional Duties and Responsibilities:
Improve customer service, perception, and satisfaction
Fast turnaround of client requests
Ability to work in a team and communicate effectively
Improve usage and increase productivity of IT support resources
Escalate service requests that cannot be scheduled within agreed service levels
Report the utilization of IT Support resources and successful completion of service requests to Management
Responsible for entering time in ConnectWise as it occurs
Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
Enter all work as service tickets into ConnectWise
Create client proposals
Purchase and receive hardware and software
Knowledge and Skills Required:
Basic computer and operating system knowledge
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organization’s key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast moving environment