Service Desk Coordinator

Key Responsibilities

• Respond to inbound calls daily to provide technical support/troubleshooting
• Provide support via web queues, outbound interactions, and emails
• Leverage resources to resolve technical issues timely
• Use PC applications (e.g., word processing, spreadsheet, database, etc.) to document, maintain and report functions/activities
• Escalate requests outside of your scope when necessary
• Attend weekly staff/mentor meetings
• Remain cognizant of adherence to help promote business unit success
• Adhere to ETS Navy Federal practices, policies, and procedures
• Perform other related duties as assigned or appropriate

• Knowledge and understanding of the information technology field
• Basic skill troubleshooting and resolving technical problems
• Exposure to enterprise systems and IT terminology
• Exposure to solving routine or standard administrative, operational, or system problems and issues
• Effective verbal and written communication skills
• Ability to leverage finesse/soft skills when interacting with end users
• Basic organizational, planning, and time management skills
• Ability to handle multiple tasks simultaneously with a high degree of accuracy
• Ability to work independently and in a team environment
• Desired - 3+ years of Tier 1 support and capabilities or similar
• Desired – Call Center or front-line customer support experience
• Desired
  - Knowledge of Navy Federal operations, policies, and procedures
• Desired
  - Knowledge of ITIL (Information Technology Infrastructure Library)
• Desired
  - Previous customer service in a fast-paced environment
• Desired
  - Familiar with ticketing software (Service Now) would be a plus