Service Desk Coordinator - Austin, TX

Job Description

Service Desk Coordinator: Perform day-to-day work activities coordinating the delivery of Move/Add/Change (MAC) Services and/or Break-fix cases - the ad hoc rearrangement, addition, or deletion of product and service components or features such as software, hardware, carrier provisioning or other network components. Responsible for dispatching and closing all assigned cases including communicating, tracking, reconciling, and documenting the cases accurately within designated guidelines, deadlines, and margin requirements. Coordinate with various functional groups to complete assigned MAC/Break-fix cases to the customers' satisfaction and within specified SLAs. Ensure services are delivered to clients in a high-quality and professional manner consistent with company initiatives and client expectations. This role is an integral part of the service delivery team and at times is required to collaborate across various internal and external groups.

Position Details:

• Hourly position based on experience & skill level
• Long-term contract with possible contract extension or hire
• Shifts available: (OT as needed)
  • (1) opening - Mon-Fri.09:00am-6:00pm (OT as needed)
• Top Skills:
  • Previous IT industry Call Center or Dispatch work environment
  • Previous experience working in a ticketing system; handling 75 tickets daily

Primary Roles & Responsibilities:

• Responsible for dispatching and closing all assigned cases including communicating, tracking, reconciling, and documenting the cases accurately within designated guidelines, deadlines, and margin requirements.
• Responsible for receiving and managing 1st level inquiries and escalations, not requiring technical support or triage, from initial request throughout the case life-cycle to resolution. Including facilitating the successful completion of the change of equipment or technology and updating customers and other stakeholders regularly on ongoing open MAC request/break-fix cases.
• Coordinate & verify the assignment of labor and materials required, according to established guidelines. Initiate, prepare, and send required documentation as needed.
• Analyze MAC/INC case data to identify and implement lessons learned, efficiencies, and enhanced client service.
• Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection, and resolution. Proactively identify and remove barriers to meeting client expectations. Provide timely documentation of issues, action plans, and outcomes. Achieve all client satisfaction objectives and internal/external SLAs.
• Foster and contribute toward collaborative working relationships within operations and across all levels and departments of the organization.
• Achieve performance targets established by leadership for applicable Key Performance Indicators.
• If supporting a 24/7/365 customer, able to smoothly transfer information, outstanding issues, and tasks at the end of each shift and have the flexibility to cover other shifts as needed in a 24/7/365 Service Desk environment.

Education / Experience Requirements

• Minimum 2 years of related technical industry experience to include customer service, dispatching, and incident/break-fix support in the telecommunications, audio, and/or network connectivity products and services field. – Strongly Preferred
• Proficient in MS Office (Word, Excel, Visio, PowerPoint), Outlook, SharePoint, and service delivery management tools such as ITSM, ServiceNow, and related cloud-based technology systems. – Strongly Preferred
• Strong communication and presentation skills, comfortable interfacing with customers (internal and external). With a demonstrated ability to consistently exceed client expectations.
• Excellent problem-solving skills with success in root cause analysis. Demonstrated ability to manage multiple initiatives concurrently in a high-volume SLA environment.
• Demonstrated experience in continuously expanding and leveraging knowledge of technology, market, and industry trends with success in identifying, recommending, and implementing best practices and methodologies.
• Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.