Help Desk Coordinator
Gazette Publications
posted 10/22/2008
Responsible for ensuring the timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps. Other responsibilities include:
• Act as a first point of contact for users experiencing technical difficulty with hardware, software, network connectivity, operating systems, Internet Explorer, Outlook, and Window/MAC applications.
• Answers inbound calls and emails and responds appropriately to user requests and problems identified through resolution. Will handle calls with first call resolution for at least 60% of all calls received.
• Will create the service request in the trouble ticket system with accuracy and in a timely manner. Provide timely notification and assignment to appropriate technicians (tier 2), tier 3 service calls.
• Determine root cause and provide accurate, creative, and timely solutions to PC basic to intermediate issues.
environment.
Associates’ degree in appropriate discipline and 2-4 years related experience, or in the absence of a bachelor’s degree, 5 years related experience. Requires experience and understanding of MIS
Full-time