Help Desk Coordinator

Job Posting

This position is with our remote helpdesk / NOC team. The role is responsible for assigning tickets, taking phone calls, and scheduling for clients for the helpdesk / NOC team. This position monitors and ensures technical resources are scheduled for maximum productivity. This role also entails following up on tickets and ensuring response in a timely manner. This role is a client facing position and requires this individual to have strong communication, organization, and time management skills.

Roles and Responsibilities / Essential Functions

• Respond to requests received from customers, sales staff, technical resources, and other requestors to assist in scheduling technical resources to meet our customers needs.
• Escalate tickets to other internal departments.
• Be active in the Managed Services phone queue for initial ticket creation.
• Review monthly reports for clients.
• Provide yearly client service reviews.
• Work closely with the sales and engineering department teams to ensure tickets are resolved in a timely manner according to our SLA.
• Creation of on demand reports as requested.
• Work as a member of the HBS Managed Services team being a leader and contributor that provides consultative and proactive support to HBSs account base.
• Work in and always model a positive team atmosphere between regional and virtual practices while maintaining a professional and respectful demeanor.
• Maintain customer and team documentation for ongoing changes.
• Maintain a base knowledge of current product offerings.
• Provision and optimize HBSs monitoring and ticketing solutions to best support our clients and HBS teams.
• Provide a quality customer experience as measured by our customer satisfaction survey tools.
• Provide direct support to customers through email, phone calls, and ticketing system.
• Attend and participate in bi-weekly managed services meetings as well as customer meetings.
• Other duties as assigned.

Requirements

Competencies

Required Experience

Equal employment opportunity, including veterans and individuals with disabilities.