Help Desk Coordinator - Annapolis, United States - International Computer Sciences Inc
Description
Benefits:
- 401(k)
- 401(k)
- Bonus based on performance
- Company car
- Competitive salary
- Dental insurance
- Health insurance
- Opportunity for advancement
- Paid time off
Overview of Company
ICSI is a rapidly growing MSP in Annapolis, Maryland and has been servicing the DC Metro area since 1987.
Help Desk Coordinator / Dispatch Manager
Duties:
- Provides daily supervision and direction to helpdesk team
- Manage personnel who serve as the first point of contact for troubleshooting hardware, software, PC, printer, and Network issues
- Assigning and tracking helpdesk tickets
- Tracking, reporting, and ensuring adherence to SLAs
- Provides administrative and technical direction to helpdesk team
- Strong communication, leadership, and customer service skills.
- Defining processes and operations for Service Delivery and Professional Services
- Works closely with other teams and clients to coordinate plans and activities
- Analyze, evaluate, and resolve client service delivery challenges.
- Monitor and review all service and support queues to assign ticket priority, and escalations, determine if request is new or Document
- Review and improve workflows in ticket and staff dispatching and other work processes as needed
- Prepare and present service ticket reports to management regularl
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