Help Desk Coordinator

Heartland Technology Group • Fayetteville, AR • 12h ago

This job was posted by https://www.arjoblink.arkansas.gov : For more information, please see: https://www.arjoblink.arkansas.gov/jobs/4591572 Heartland Technology Group\ \ Description:

Position Summary:

This position is with our remote helpdesk/NOC team. The role is responsible for assigning tickets, taking phone calls, and scheduling for clients for the helpdesk/NOC team. This position monitors and ensures technical resources are scheduled for maximum productivity. This role also entails following up on tickets and ensuring response in a timely matter. This role is a client facing position and requires this individual to have strong communication, organization, and time management skills.

Roles and Responsibilities/Essential Functions:

Respond to requests received from customers, sales staff, technical

resources, and other requestors to assist in scheduling technical resources to meet our customers needs. Requests may come via in person communication, phone, email or on-line.

Escalate tickets to other internal departments.

Be active in the Managed Services phone queue for initial ticket

creation.

Review monthly reports for clients.

Provide yearly client service reviews.

Work closely with the sales and engineering department teams to

ensure tickets are resolved in a timely matter according to our SLA.

Creation of on demand reports as requested.

Work as a member of the HBS Managed Services team being a leader and

contributor that provides consultative and proactive support to HBSs account base.

Work in and always model a positive team atmosphere between regional

and virtual practices while maintaining a professional and respectful demeanor.

Maintain customer and team documentation for ongoing changes.

Maintain a base knowledge of current product offerings.

Provision and optimize HBSs monitoring and ticketing solutions to

best support our clients and HBS teams.

Provide a quality customer experience as measured by our customer

satisfaction survey tools.

Provide direct support to customers through email, phone calls, and

ticketing system.

Attend and participate in bi-weekly managed services meetings as

well as customer meetings.

Other duties as assigned.

Requirements:

Competencies

Accountability - Ability to accept responsibility and account for

hisher actions

Adaptability - Ability to fit into a changing environment

Ambition - Extent that an individual demonstrates drive and

initiative in seeking personal advancement or recognition

Applied Learning- Applied learning looks at whether an individual

takes part in needed learning activities in a way that makes the most of the learning experience

Decision Making - Selecting an effective course of action while

controlling resources and expenditures

Detail Orientated - Ability of an individual to pay meticulous

attention to all aspects of a situation or task, no matter how small or seemingly unimportant

Ethical - Ability to be guided by the companys accepted principles

of moral conduct

Interpersonal- Interpersonal skills look at the ability of the

individual to develop and maintain relationships with others.

Organized - Ability of an individual to be structured and methodical

in working skills

Persistence - Ability to continue in a course of action in the face

of adversity

Technical Aptitude - Ability to relate to topics which require and

understanding or specialized knowledge

Required Experience:

1+ years in Customer Service

1+ years in an IT related field

Preferred Experience:

\ \ \ \ Equal employment opportunity, including veterans and individuals with disabilities.\ \

PI279101223

Similar Jobs

Total Rewards Senior Manager - Global V&A Team

Accenture • Bentonville, AR • 10h ago

Management & Administrative

The Senior Manager for the Global V&A Rewards Interlock Team leads a team responsible for designing, building, and communicating rewards policies, processes, and programs to acquisitions and outsourcing deals that de...

10h ago

Go to Apply

Customer Service Associate

Walgreens • Springdale, AR • 2d ago

Management & Administrative

Job Description: Models and delivers a distinctive and delightful customer experience. Registers sales on assigned cash register, provides customers with courteous, fair, friendly, and efficient checkout service. Custome...

2d ago

Go to Apply

Procurement and Supply Chain, Managed Services - Director

PwC • Fayetteville, AR • 2d ago

Management & Administrative

Specialty/Competency: Managed Services Industry/Sector: Not Applicable Time Type: Full time Travel Requirements: Up to 60% At PwC, our people in operations consulting specialise in providing consulting services on optimi...

2d ago

Go to Apply