Lakewood, NJ

IT Service Desk Coordinator - Full Time Position

Are you one of the rare people that does "Tech" and can explain the internet to Grandma without putting her to sleep?

Can you explain DHCP in under 12 words to your auto-mechanic? Do you…

…love talking to people?

…have a strong technical background and a desire to learn more?

… have a great people/communication skills and an excellent work ethic?

If the answers to the above is YES! Then Global Tech Solutions is the place for you.

The Service Desk Coordinator is responsible for ensuring that our clients have the best customer service experience possible. Your duties will include greeting the customer, assess their need, document the request, gather all the needed information, and dispatch the task to the appropriate technical resource. You will be the first point of contact for our clients. You should have the technical background, experience and communication skills necessary to understand the users need and translate that to a technical note appropriate for resolution.

You must be self-motivated and must have a keen desire to learn and be exposed to a wide range of technologies. You need to work well as an individual and within a team as a member of the team.

This is an fast-paced, multitasking environment where there are tasks in the moment, and on cycles (daily, weekly, monthly, etc). You need to be able to follow procedures and checklists but have the confidence to improvise when and where needed.

Job Description:

Report to the Service Desk Manager – Work with incoming service requests to ensure customer satisfaction and that SLAs are met. Dispatch requests to internal resources and follow a ticket through its lifecycle.

Duties & Responsibilities:

• Receive incoming technical requests via phone and email. These support requests include issues at all technical levels including, broken computers, software crashes, user interface, hardware, OS, network and other problems for all supported technologies, which includes (but is not limited to) desktops, laptops, servers, wired and wireless network devices, peripherals, and commercial and proprietary software for all users, at local and remote locations.
• Follow a service request (ticket) through its full lifecycle from creation to close, assuring it meets our quality control requirements.
• Follow all established guidelines and policies for performing the help desk function.
• Recommend and/or perform remedial action as needed to ensure we meet our SLAs and that our clients have a positive experience.
• Coordinate escalations of complex technical issues ensuring that information is transferred in an appropriate manor and the ticket continues to be tracked.

Qualifications:

• Must have excellent oral and written communication skills.
• Must have excellent phone etiquette and customer service skills
• Minimum of 2 years full-time experience in technical support/help desk/dispatch role.
• Proven knowledge/competency of standard IT technical skills.
• Must be able to work in a fast-paced, high-pressure work environment.
• Must have excellent time management skills.
• Must be able to work well as a self-starter and be able to work well independently and in a team environment.
• Must have the ability to interpret a variety of instructions furnished in written, Oral, Diagram and/or schedule form.

Emotional Requirements:

Candidate must be emotionally mature and be able to handle difficult and complex client and work-related situations. Candidate must also possess strong problem solving, conflict resolution, and interpersonal skills. Candidate must understand how to deescalate difficult situations. They must be self-driven and possess a positive mental attitude.