Detroit IT→
Service Desk Coordinator at Detroit IT in Birmingham, MI
Skills
Job Description
Company Description
Detroit IT provides IT services to businesses throughout Metro Detroit and Southeastern Michigan. We provide Exchange server support, Office 365 migrations, ongoing remote support, a fully staffed Helpdesk, managed IT services, and consulting that help business' run efficiently.
Job Description
Detroit IT is looking for a Service Desk Coordinator to be the first line of contact for all client support needs and will act as a customer advocate by creating and prioritizing service desk tickets, monitoring service progress and communicating on status and resolution of requests.
Job Responsibilities:
- Answer calls in a timely, friendly and professional manor.
- Evaluate, prioritize and communicate service requests within the Service Level Agreement (SLA).
- Responsible for the scheduling of technician’s on-site visits.
- Responsible for service desk time tracking accuracy.
- Review and understand ticket requirements and capture missing information.
- Communicate and escalate any major system issues (Severity 1).
- Communicate daily with clients regarding ticket status and plan of action.
- Ensure all service requests have accurate time recorded.
- Follow up with any on-site visits to ensure the highest level of customer satisfaction.
Qualifications
- Excellent communication skills. Motivated and task oriented.
- Ability to multi-task in a fast-paced environment.
- Ability to understand technologies that are sufficient to making to making assignment decisions.
- Strong organization skills.
- Strong interpersonal skills but aggressive in managing expectations.
Required Education/Technical Skills:
- Bachelor’s Degree in Information Technology, Business Administration or a related field, preferred.
- A+ certification, a plus.
Additional Information
• Competitive pay package that includes base salary or hourly pay and potential to be included in the company bonus plan.
• A casual and fun work environment.
• Ongoing growth and development opportunities including training, on-the-job experiences, and volunteer opportunities.