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Service Desk Coordinator

Do you like coordinating things?   Are you an organizer?  Does talking on the phone and helping solve problems sound like fun?

Our Service Desk Coordinator is responsible for providing world-class IT support for our customers in a variety of ways, including answering incoming calls, monitoring incoming service requests and routing requests to the appropriate person.  You will be following up on open items and coordination a team of 20+ Service Desk Administrators by effectively communicating with customers in all situations.  The majority of the work is conducted from our office located at Cambridge Circle just outside of downtown Kansas City.

Essential Functions & Responsibilities

  • This position is responsible for managing incoming incident ticket activity from phone, email, portal and diagnostic tools; effectively document, prioritize and assign incoming service requests;
  • Responsible for determining whether ticket falls within managed services scope;
  • Utilizes system and other reference tools to determine ticket urgency, and proper technician assignment; maintain effective and efficient use of CW and ticket flow;
  • This position is responsible for scheduling tickets on field or service tech calendar within internal SLA targets;
  • Responsible for providing excellent follow up communication with the customers and technicians to ensure the tickets are worked on the schedule; assist with customer follow up and communication as needed;
  • Manages incident activity to ensure all tickets are being worked within SLA, while maintaining SLA response time; maintain CW ticket related data;
  • This position is expected to ensure service desk team and field team technician calendars remain full to maximize productivity and monitor ticket trends by customer and/or by technology; schedule project plans as they are delivered;
  • Meets daily and weekly with Director of Operations to review ticket activity and SLA performance; ensuring SLA’s and ticket volume service desk efficiency;
  • Responsible for escalating client issues when appropriate, identify how ticket processes, management, and reporting can be improved;
  • Represent the company at client meetings, vendor meetings, formal functions, as required and attend CW on-line training to identify areas of improvement;
  • This position is responsible for learning about key technologies utilized by technicians to diagnose problems, basic technologies utilized by customers, and basic IP Networking, Virus Protection, Windows, Outlook and server Support;
  • All Purple Guy associates are expected to participate in weekly staff meetings and complete a minimum of three (3) hours of volunteer work each quarter;
  • All Purple Guys associates are expected to meaningfully express themselves either internally or externally to better spring ideas and viable solutions; every associate is expected to operate with integrity, care about the success of our clients, work hard and take pride in the work they produce;
  • Other duties as assigned.

The Purple Guys is a world class organization and looks to add this amazing position to it's group!  

Full Time

Monday to Friday 8 to 5

 

 

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