IT Help Desk Coordinator
Endicott, NY 13760
Monday - Friday, 8: 00am to 5: 00pm
In this position you will be responsible for assisting customers and the help desk staff in the Support Center by initiating and replying to customer contact, escalating to appropriate parties and resolving incidents.
To answer all the requests received through phone, emails, web portal etc. And ensure they are properly entered into incident tracking system.
To ensure that there is proper delivery of the services as per the policies and procedures of the organization as well as by abiding to its quality standards.
To assess and analyze the problem, to study its impact and to advise on the proper supportive functions that are necessary.
To recognize the problem areas, to gather the relevant information, and to conduct a thorough research to diagnose the source or the root cause of the issue.
To recommend adjustments to meet the end users requirements and assist in determining, maintaining, analyzing, identifying and monitoring the issues related to problem management.
To keep a track record of all the relevant documentation and to make sure effective contribution is made to improve the operational procedures.
A highly motivated individual who enjoys working on a team and individually to ensure assignments are on task
Strong verbal and written communication skills
An ability to handle high call volumes while ensuring high customer satisfaction
Effective organizational skills
A proficient familiarity with common office applications
Must be assertive, pro active, and able to prioritize effectively
Need to anticipate team members needs to support their work efforts
Minimum two-year associates degree
Minimum two years working in office environment performing data entry and servicing customers over the phone.