Service Desk Coordinator - South Bend, United States - Graham Allen Partners

Graham Allen Partners South Bend, United States

3 weeks ago

Description

Position Overview

As a Service Desk Coordinator, you will be the first point of contact for our clients calling in for technical support. You will quickly and efficiently assess the client's needs, providing appropriate resolutions when possible or routing callers to the appropriate technician who can best solve their problem. NOTE - This is a hyrbid role with three days per week required in office (Tuesday - Thursday).

Essential Duties & Responsibilities:

Serve as the first point of contact for clients seeking support
Triage inbound support calls via phone, email, and web platform
Create and filter tickets for successful handoff to support technicians/engineers
Gather related information from clients to better classify tickets such as effected users, sites, services, applications, systems, etc.
Track and assist the support teams in maintaining service level agreements (SLA's), such as time, to engage with technical resources
Track progress of tickets between service delivery teams to ensure quality and timely follow-up
Follow up with clients via phone or email to confirm their issues were resolved
Track the success and improvement areas of the service delivery team to improve
Perform quick service tasks with appropriate training (such as password resets or filtering rule changes) (<5 minute requests)

Preferred Skills:

Previous experience in a technical role preferred, but not required
Tech savvy with an ability to quickly learn new technical concepts and skills
Strong customer service and troubleshooting skills
Must be able to communicate effectively, both verbal and written, with a broad range of individuals at all levels.
Resourceful in getting things done, self-starter, productive working independently or collaboratively - ours is a fast-pace entrepreneurial environment with performance expectations and deadlines
Inquisitiveness and an eagerness to learn new technologies and apply concepts to real world problems

What's in it for You?

Opportunity to work with a rapidly expanding tech company in the booming field of data analytics alongside some of the brightest minds in the industry
Opportunity to work with cutting-edge technology in a casual, fun environment
Opportunity to be a part of a local company committed to making a difference in our community
Competitive salary and benefits package including health, vision, dental and life insurance; paid time off; and 401(k) plan

Skills & Requirements Qualifications
At Aunalytics, we strive to be the technology infrastructure and primary advisors powering analytics and IT innovation for legacy businesses. We provide a spectrum of services from cloud infrastructure and IT services to advanced analytics and AI, all designed to empower businesses to harness the potential of technology and data. We provide the tools to not only help them survive, but to thrive in the data-driven future, enabling businesses to pioneer innovation while retaining their essence. We also understand that legacy businesses don't just need technology tools; they require the guidance and expertise to navigate the complexities of adopting innovation. That's why our meticulously crafted analytics and IT services go beyond software and hardware. We seamlessly integrate technology with strategic analysis, counsel, and hands-on management rooted in years of experience. Each business is unique, and our approach reflects that, ensuring a holistic solution that empowers legacy organizations to embrace innovation with confidence.

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