Help Desk Coordinator

Job Details

• Recording all calls and personally attempting to resolve problems while with the customer on the phone.
• Determining severity levels of problems and creating trouble tickets and assigning tickets to the appropriate specialty resource.
• Following up on all trouble tickets with the assigned resource and keeping in contact with the customer to verify completeness and satisfaction level.
• Generating all needed reports from the help desk software.
• Escalating, in a timely manner, any/all problems in the open status after their promised completion date and time.
• Informing customers at defined intervals of the status of their issue.
• Calling customers and documenting responses upon problem resolution to verify the resolution was to the customer’s satisfaction.
• Insuring the help desk application is at current software level and all required fixes are installed.
• Assisting the IS operations supervisor in the preparation and administration of customer satisfaction surveys.

In this role you will be:

• Recording all calls and personally attempting to resolve problems while with the customer on the phone.
• Determining severity levels of problems and creating trouble tickets and assigning tickets to the appropriate specialty resource.
• Following up on all trouble tickets with the assigned resource and keeping in contact with the customer to verify completeness and satisfaction level.
• Generating all needed reports from the help desk software.
• Escalating, in a timely manner, any/all problems in the open status after their promised completion date and time.
• Informing customers at defined intervals of the status of their issue.
• Calling customers and documenting responses upon problem resolution to verify the resolution was to the customer’s satisfaction.
• Insuring the help desk application is at current software level and all required fixes are installed.
• Assisting the IS operations supervisor in the preparation and administration of customer satisfaction surveys.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, and responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required:

• EDUCATION:
  
  Associate degree in related field or equivalent work experience
• EXPERIENCE:
  • 2 years experience in the computer support area
  • Experience in customer support for both hardware and software applications
• LICENSURE/CERTIFICATION: N/A