About this role
BCA is seeking a Service Desk Coordinator who is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.
Essential Duties and Responsibilities:
Act as the single point of contact to the client for all types of service requestsCoordination of all IT support groups to ensure maximum utilization of billable resourcesPre-process service requests as they arrive through email, manual entry, or direct customer inputSchedule internal and field technical resources on the Connectwise dispatch portalMonitor resource schedules to ensure prompt time entry on service requestsCommunication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Additional Duties and Responsibilities:
Improve customer service, perception, and satisfactionFast turnaround of client requestsAbility to work in a team and communicate effectivelyImprove usage and increase productivity of IT support resourcesEscalate service requests that cannot be scheduled within agreed service levelsReport the utilization of IT Support resources and successful completion of service requests to ManagementResponsible for entering time in ConnectWise as it occursUnderstand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise UniversityEnter all work as service tickets into ConnectWiseCreate client proposalsPurchase and receive hardware and software
Knowledge and Skills Required:
Basic computer and operating system knowledgeInterpersonal skills: such as telephony skills, communication skills, active listening and customer-careAbility to multi-task and adapt to changes quicklyTechnical awareness: ability to match resources to technical issues appropriatelyService awareness of all organization’s key IT services for which support is being providedUnderstanding of support tools, techniques, and how technology is used to provide IT servicesTyping skills to ensure quick and accurate entry of service request detailsSelf-motivated with the ability to work in a fast moving environment