Service Desk Coordinator

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Our client has a brand new opportunity for a Service Desk Coordinator to join their team remotely in and oversee IMac ticket coordination and equipment shipment processes. This role is pivotal in ensuring the seamless execution of ticket and project coordination within client technical and non-technical support teams.


Duties and Responsibilities:

 

• Coordinate and manage IMac tickets, ensuring timely and efficient processing.
• Facilitate the coordination and shipment of equipment, maintaining accurate records and communication with relevant parties.
• Work closely with internal teams to ensure project requirements and timelines are met.
• Maintain high levels of customer service and support throughout all processes.
• Self-managed resources – Responsible for completing daily activities without governance.
• Reliable – Responsible for completing daily tasks or ensuring another team member completes daily tasks if they are unable or out unexpectedly.
• Coordinators will utilize Vera to access WF systems.
• Manage 650 users per month and complete all returns within 15 days.
• Daily Tasks include: a. Export Assigned lifecycle records from Tableau Reporting server. b. Import daily report into lifecycle excel and run macro. c. Review communications needed. d. Update Excel with the communication type that user is to receive. e. Paste results into Sharepoint that auto sends communication type to users. f. Utilize the appropriate standard verbiage to update LCMS with the comments and date. g. Open MDT request for user when migration is complete. h. Ensure lost/stolen devices are reported appropriately. i. Ensure device is returned within SLA. j. Escalate non-compliant users. k. Answer user questions regarding processes or direct to technology connection for technical assistance. l. Attend Weekly Team Call. m. Follow all Processes and Procedures.

Skills and Qualifications:

• Excellent communication and organizational skills.
• Ability to manage and prioritize tasks efficiently.
• Experience in ticket or project coordination is preferred.
• Completion of two mandatory training courses (totaling no more than 2 hours) prior to starting, necessary for system access.
• Self-Managed Resources – Capable of completing daily activities without governance.
• Reliable – Ensures completion of daily tasks personally or by another team member in cases of absence.
• Proficient in using Vera for accessing WF systems.
• Skilled in Excel basic functions of copy, paste, sort, filter.
• Excellent Customer service skills – Able to send daily communications to users with migration instructions, answer questions about the migration process, and direct users to technology connection for technical questions.

Full COVID-19 vaccination may be required.
 
We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life/AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA/HSA Pre-Tax Benefits, Employee Discounts.
 
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **™ Supports Equal Employment Opportunity** ™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit .