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Service Desk Coordinator

  • Location Hampstead, New Hampshire
  • Category Administration
  • Date Posted 06/22/2022
  • Type Contract to Hire
  • Commitment Part-time
  • Job ID #4626

Managed IT Service Provider for small & mid-sized businesses looking for a Service Desk Coordinator to join their growing team in Southern, NH. 
 

Hours/Schedule: Part time, 25 hours/week

 

Job Type: Contract to Hire

 

Location Requirements: Hybrid    

Rate: $25/hour

 
Job Description: 

The Service Desk Coordinator is a key component to the organization and is responsible for managing the day-to-day flow of tickets and adjusting ticket prioritization for the technical team. They are responsible for answering, directing and managing incoming calls. Responsible for scheduling service calls and ensuring processes and policies are followed regarding documentation and ticket completion. 

 
Responsibilities:  

  • Work with our Professional Service Automation (PSA) system for creating and tracking support calls and technician activities.
  • Serve as primary resource for answering support phone calls and creating incident and/or service request tickets.
  • Handle inbound and outbound calls with clients, internal resources and support vendors coordinating activities for technical support.
  • Manage quality control Help Desk tickets to ensure proper workflow is achieved.
  • Assist with providing management with reporting metrics.
  • Provide a liaison support between clients and technicians.
  • Work with clients and technicians as needed for scheduling dispatch support.
  • Assign tickets to Help Desk technicians and engineers.
  • Update statuses in support systems as needed for technician schedules.
  • This role is a coordinator position and is not intended to take action to resolve technical issues.
  • Other tasks and responsibilities as assigned

Qualifications:   

  • Excellent written and oral communication skills
  • Customer friendly while delivering excellent customer service
  • Ability to multi-task in a fast-paced environment
  • Ability to deal effectively with different customer-oriented situations
  • Proficient with Microsoft Office

FlexProfessionals respects and seeks to empower each individual and support the diverse cultures, perspectives, skills and experiences of its candidate network. FlexProfessionals does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. The candidates whose resumes are shared with our business clients are selected on the basis of qualifications, merit, and business need.