Service Desk Coordinator - Austin, United States - Black Box

Black Box

Verified Company

Austin, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Primary Roles & Responsibilities:

Primary point of contact for clients requiring MAC/Breakfix services on computer equipment or technology (including software) including installations, relocations, upgrades and deletions. Cases tracked by utilizing Black Box internal ticketing systems (Microsoft SL Dynamix/Solmon and Remedy ITSM ticketing systems).
Responsible for receiving and managing 1st level inquiries and escalations from initial request throughout the ticket lifecycle to resolution, including facilitating the successful completion of the change of equipment or technology and updating customers and other stakeholders regularly on ongoing open MAC request/breakfix tickets
Plan, coordinate and escalate activities for MAC tickets to ensure that events are accomplished within the established time frame and budget parameters.
If supporting a 24/7/365 customer, able to smoothly transfer information, outstanding issues and tasks at the end of each shift and have flexibility to cover other shifts as needed in a 24/7/365 Service Desk environment.
Coordinate & verify the assignment of labor and materials required, according to established guidelines.
Initiate, prepare and send required documentation.
Escalate, internal or external concerns, to Service/MAC Supervisor.
Work closely with sales, project management office, MAC engineering, dispatch, procurement and finance teams to provide MAC technical solutions that meet client business needs.
Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance, including performing research to improve service levels.
Utilize service delivery management and related technology systems and tools for efficient execution of MAC activities.
Analyze MAC ticket data to identify and implement lessons learned, efficiencies and enhanced client service.
Ability to meet multiple service level agreement requirements during the ticket lifecycle.
Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics.
Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and nontechnical capabilities. Ensure further expansion of skillset in the products & services that BBOX supports.
Meet all financial performance objectives for area of responsibility and take corrective action as needed.
Implement and make recommendations to improve methodologies, core competencies and processes for Service/MAC services to ensure stable and quality product & service delivery consistent with company objectives and client expectations.
Maintain and enhance a strong client serviceoriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meeting client expectations. Provide timely documentation of issues, action plan and outcome. Achieve all client satisfaction objectives and internal and external SLAs.
Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience.
Foster and contribute toward collaborative working relationships within NACS operations and across all levels and departments of the organization to execute MAC engineering functions and company priorities.
Achieve performance targets established by leadership for applicable Key Performance Indicators.
Perform other duties as assigned by management.

Knowledge, Skills, Abilities

Accountability
Demonstrates an understanding of the link between one's own job responsibilities and overall organizational goals and needs, and performs one's job with the broader goals in mind. Looks beyond the requirements of one's own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in organization's success.

Customer Focus

Demonstrates concern for meeting internal and external customers' needs in a manner that provides satisfaction for the customer. Considers the impact on the external customer when taking action, setting policies or carrying out one's own job tasks. Looks for external trends that are likely to shape the wants and needs of customers in the near future. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.

Decision Making

Makes good decisions using a combination of analysis, knowledge, experience, and judgment. Analyzes and distinguishes core problems by looking at the symptoms. Resolves key issues behind major problems in the short term while developing and executing long term solutions. Has a strong record for making decisions that are correct and accurate. Applies strategies to implement effective decision making d