The Service Coordinator works within the Service Desk to coordinate the successful and timely delivery of technical services to commercial clients in the Washington, DC metro area. The main responsibility of the Service Desk Coordinator is to process incoming service requests from clients and to coordinate timely service delivery with the Service Desk technical staff. The Service Coordinator assigns service tickets to the technical staff and monitors the completion of the service ticket while keeping the clients informed.
The Service Coordinator works closely with other Service Desk members including the Jr. Analysts (Tier 1), the Sr. Analysts (Tier 2), and the System/Network Administrators (Tier 3) to support the technical needs of our clients. The Service Desk Coordinator position requires strong customer service skills and organizational skills – it is not a technical position.
Primary Responsibilities
• Act as the point of contact to the customer for all types of service requests
• Process incoming service requests from clients (via telephone, email, and other means)
• Responsible for answering all incoming telephone calls on the Service Desk support line
• Obtain necessary information from users to adequately describe the request or problem
• Create service tickets using the ticketing system
• Assess ticket resolution time frame and coordinate resolution schedule with client
• Assign tickets to the appropriate technical staff for resolution
• Provide regular updates to the client regarding resolution and progress status
• Provides assistance, whenever possible, in resolving user problems
• Follow-up with the technical staff to assess and promote ticket resolution – escalates unresolved requests to the next level as required, ensuring that the • Service Desk Supervisor is informed as needed to ensure successful and timely ticket resolution
• Follow-up with clients to ensure that requests or problem reports have been satisfactorily handled
• Close tickets using the ticketing system
• Daily assessment of outstanding tickets and follow-up with the technical staff and the customer
• Communicate schedule changes to clients as needed
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Ensure fast turnaround of customer requests
• Performs basic administrative duties and makes sure all user contact information is up-to- date
Other Responsibilities
• Assist in the client equipment purchase process
• Assist as needed in the creation of reports for billing purposes
Technical Knowledge and Experience
• This position does not require technical support knowledge and experience
• Basic knowledge in desktop and network support and troubleshooting in a Microsoft environment is a plus (but not required)
• Must have experience in using basic software applications such as Microsoft OS (XP, Vista, 7), Microsoft Office (Word, Excel, Outlook, Etc…), and Help Desk or Service Desk ticketing systems
General Knowledge and Experience
• This position requires very strong organizational and communication skills
• Must have working knowledge and experience in a Service Desk or Help Desk environment
• Must be able to oversee and coordinate the successful completion of multiple service tickets at once
• Must have outstanding written and spoken English communication skills to successfully communicate ticket status updates to clients.
• Must be a team player with a proactive, positive “can do” attitude and a strong work ethic
• Ability to multi-task and work well under pressure and in a fast-paced environment
• Ability to work in a team and communicate effectively
• Excellent attention to detail with strong organizational skills
• An energetic, enthusiastic, team player with the desire to grow both personally and professionally.
• Professionalism is a must with the ability to foster and develop customer loyalty
How to apply
Send your cover letter & resume to: employment@fsistrategies.com
Subject: refer to the job title/position posted here
Body: tell us a little bit about yourself
- Salary: Undisclosed
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Functional Area
IT Help Desk Support - Job shift: Day
- By Job type: Full-time Job
- Current openings: 1
- Years of experience: N/A
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Key skills
Desired candidate profile:
Education requirement:Bachelors Degree, High School Diploma or GED, Pursuing Associate Degree, Pursuing Bachelors Degree
US Citizenship Requirement :N/A
Certifications Name :Clearance Level :
N/A
Company Profile
FSi Strategies
- FSi Strategies was created on the belief that every person can be more productive and innovative with the right technology. We help our clients achieve their mission by successfully leveraging the strategic value of technology. FSi Strategies has been managing and supporting technology for non-profit and commercial clients since 2003. Today, FSi Strategies specializes in deploying and supporting cloud solutions that drive modern workplace strategies and empower employees to work better and more securely. FSi Strategies has been providing IT management and consulting services since 2003. In 2017 we changed our name from FedSolutions to FSi Strategies to reflect our emphasis on the strategic value of technology and how it helps organizations implement a modern workplace. Based in downtown Washington DC, our objective is to enable organizations to achieve their mission by successfully leveraging technology. We see IT as a strategic means for our clients to achieve a competitive advantage. Whether providing Managed IT Services to organizations or helping IT professionals with the strategic implementation of the Microsoft Cloud, we view our focus as creating smart and simple IT solutions that promote operational harmony.
