Service Desk Coordinator

Black Box•Miami, FL

10h

About The Position

The Service Desk Coordinator is the primary point of contact for clients requesting services. This role involves monitoring service desk cases to ensure they progress towards resolution, utilizing service delivery management and related technology systems. The coordinator is responsible for acquiring and deploying field service operations resources, managing the optimal mix of skills for efficient service delivery, and meeting financial goals. For 24/7/365 customer support, the role requires seamless information transfer at shift changes and flexibility to cover other shifts. The position also involves providing input to management on deployment, demand, and capacity, coordinating with resource management for optimal resource utilization, and using escalation paths to report performance and recommend improvements. Analysis of case data is crucial for identifying lessons learned and enhancing client service. Continuous learning and skill development in technology, market trends, and Black Box supported products and services are expected. The role requires meeting financial performance objectives, implementing and recommending improvements to service desk methodologies and processes, and maintaining a strong client service-oriented environment focused on problem prediction, detection, and resolution. Proactive identification and removal of barriers to client expectations, timely documentation, and achievement of client satisfaction objectives and SLAs are key. The coordinator will actively recommend and support efforts to improve, simplify, and automate service delivery operations and the client experience, fostering collaborative working relationships across the organization to execute service desk functions and company priorities, and achieving performance targets for applicable Key Performance Indicators. Other duties as assigned by management.

Requirements

High School Diploma required
1-3 years of customer service or technical support experience.
Possess an understanding of various technology solutions such as network management systems, network connectivity and security, unified communications and wireless technology.
Service awareness of all organization’s key product and service offerings for which support is being provided.
Ability to listen to and understand client requirements and individual preferences with successful track record of ability to develop creative and innovative solutions.
Excellent problem solving skills with demonstrated success in root cause analysis.
Demonstrated experience of 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 and service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.
Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, service delivery management tools such as ServiceNow and related cloud based technology systems.

Nice To Haves

Associates Degree in Business, Information Technology or related, preferred.
Technology Services or Managed Service Provider industry experience preferred.
Understanding of various technology solutions such as network management systems, network connectivity and security, unified communications and wireless technology preferred.

Responsibilities

Primary point of contact for clients requesting services.
Monitor service desk cases to ensure they are moving through the system toward resolution.
Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities.
Acquire and deploy field service operations resources (internal and staff augmentation) required to deliver client service requests with the right skills at the right location, time and cost to achieve the optimal mix and use of skills to realize the financial goals.
If supporting a 24/7/365 customer, able to smoothly transfer information, outstanding issues and tasks at the end of each shift and have flexibility to cover other shifts as needed in a 24/7/365 Service Desk environment.
Provide input to management related to deployment, demand, capacity and utilization obstacles.
Coordinate with resource management to attain maximum utilization of deployable field service operations resources.
Utilize escalation and exception paths, process and systems to report current performance and make recommendations for improvement of performance.
Analyze case data to identify and implement lessons learned, efficiencies and enhanced client service.
Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics.
Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the products and services that Black Box supports.
Meet all financial performance objectives for area of responsibility and take correction action as needed.
Implement and make recommendations to improve methodologies, core competencies and processes for the service desk to ensure stable and quality products and service delivery consistent and company objectives and client expectations.
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 plan and outcome. Achieve all client satisfaction objectives and internal and external SLAs.
Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day-to-day service delivery operations and the client experience.
Foster and contribute toward collaborative working relationships within operations and across all levels and departments of the organization to execute service desk functions and company priorities.
Achieve performance targets established by leadership for applicable Key Performance Indicators.
Perform other duties as assigned by management.