Service Desk Coordinator
Technology Advisory Group (TAG) has been a leading managed IT provider in Southern New England for nearly 25 years. We provide our clients a fully managed IT solution that includes proactive solutions, technology consulting, reactive support, and project management/implementation. Each member of our team works together to make our client’s technology more efficient, more reliable, and more secure so they can focus on their own business. Throughout our history, we have been recognized as one of Rhode Island’s “Fastest Growing Technology Companies” and need a Service Coordinator to continue that growth.
We offer our employees excellent benefits including:
- 15 vacation days and 10 paid holidays
- 401K contributions
- Medical, Dental, Vision, Disability, FSA, and Life Insurance
Salary: Competitive based on experience
Job Description
This will be a multifaceted role that works with several departments where the two primary responsibilities will be joining our service dispatch team and managing our procurement process. Our dispatch team is responsible for managing service requests and scheduling a member of our engineering team to fix technical issues. This involves communicating with our clients to understand their requests, following our ticketing process, and assigning our internal resources accordingly. The procurement portion will consist of ordering the desired equipment from one of our vendors, tracking/receiving the equipment, and entering the billing information for our accounting department.
Responsibilities
- Phone Call Handling
- Represent TAG in a professional and friendly manner, speaking clearly and patiently with our clients. Schmoozing is a bonus!
- Efficiently handle frequent calls
- Quickly and accurately create tickets with information received from clients
- Maintain a calm composure during periods with a high call volume
- Service Coordination & Dispatch
- Assess emailed and called in service requests properly and in alignment with customer expectations and our process
- Ensure that we are providing excellent customer service
- Manage Customer SLA (Service Level Agreement) for time to respond
- Review Service Tickets for accuracy and consistency
- Monitor Tickets to ensure that scheduling is being completed properly
- Participate in Daily Huddles and ensure that priorities are being met
- Coordinate ticket escalation, implementation, and project work
- Procurement
- Work with our engineers and vendors to order the appropriate equipment
- Receive quotes from our vendors
- Send quotes to our clients and track approvals
- Manage domain renewals, licensing, and warranty extensions
- Receive equipment and enter the billing information in a timely manner
- Communicate with our clients and engineers to manage expectations
- Maintain relationships with our vendors
Personal Attributes
- Detail-oriented and extremely well organized
- Ability to multi-task and handle competing priorities
- Strong communication skills for dealing with clients and our team
- Have tact and patience
- Energetic and customer service oriented
- Work independently and contribute as a team player
Required Qualifications
- Minimum education: High school diploma or equivalent
- At least 1 year answering and handling phone calls
- Must have reliable transportation
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