IS Help Desk Coordinator - Full Time

IRMC • Indiana, PA

5d

About The Position

In this role you will be: Recording all calls and personally attempting to resolve problems while with the customer on the phone. Determining severity levels of problems and creating trouble tickets and assigning tickets to the appropriate specialty resource. Following up on all trouble tickets with the assigned resource and keeping in contact with the customer to verify completeness and satisfaction level. Generating all needed reports from the help desk software. Escalating, in a timely manner, any/all problems in the open status after their promised completion date and time. Informing customers at defined intervals of the status of their issue. Calling customers and documenting responses upon problem resolution to verify the resolution was to the customer’s satisfaction. Insuring the help desk application is at current software level and all required fixes are installed. Assisting the IS operations supervisor in the preparation and administration of customer satisfaction surveys. OTHER DUTIES Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Requirements

• Associate degree in related field or equivalent work experience
• 2 years experience in the computer support area
• Experience in customer support for both hardware and software applications

Responsibilities

• Recording all calls and personally attempting to resolve problems while with the customer on the phone.
• Determining severity levels of problems and creating trouble tickets and assigning tickets to the appropriate specialty resource.
• Following up on all trouble tickets with the assigned resource and keeping in contact with the customer to verify completeness and satisfaction level.
• Generating all needed reports from the help desk software.
• Escalating, in a timely manner, any/all problems in the open status after their promised completion date and time.
• Informing customers at defined intervals of the status of their issue.
• Calling customers and documenting responses upon problem resolution to verify the resolution was to the customer’s satisfaction.
• Insuring the help desk application is at current software level and all required fixes are installed.
• Assisting the IS operations supervisor in the preparation and administration of customer satisfaction surveys.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree