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Service Desk Coordinator

Parsippany, NJ
Micro Strategies is looking for a Help Desk Service Coordinator to join their growing team.  This is  a direct perm full-time position is located in our Corporate Headquarters located in Parsippany, NJ. Currently, the coordinators alternate 1 week in the office and 1 week work from home   This is an excellent opportunity to join a leading Technology Solutions company..

1.           Role Objective
 
Work as a member of the Managed Services team supporting both the technical and leadership teams by monitoring, assigning and escalating service tickets.  Provide expert customer service while collaborating with customer to schedule work and handle service escalation’s

2.           Key Responsibilities
 
  • Dispatch, coordinate and manage day to day inbound service and support requests
  • Create service tickets, assign resources to tickets as needed
  • Monitor the Service Desk workflow to ensure tickets are assigned and meet SLA’s
  • Communicate directly with clients setting expectations, follow up with clients on a regular basis
  • Coordinate with customers and technical teams to schedule monthly maintenance
  • Work with finance to ensure all service tickets are billed to the proper service agreements

3.           Communication
 
Internal
Daily communication with the Engineering Team, Service Desk team, and leadership

External
Daily client communication with end users and executives


4. Required Skills and or Experiences
 
  • Attention to detail
  • Exceptional people skills and expert customer service
  • Exceptional written and verbal communication
  • Ability to multi-task in a fast pace working environment.
  • Experience with an ITSM tool a plus
Languages: English

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