Job Summary:

Softrim is a well-established Technology Services provider with offerings that include Managed IT Services, Networking, Low-Voltage construction and design services, A/V, Life Safety, Surveillance, and more. We have offices in Estero FL (HQ), Alpharetta GA, and Dallas TX with major clients all over the country.

The Service Desk Coordinator is a key contributor to ensuring client satisfaction. This is achieved by proper triaging, managing service tickets and requests, performing quality assurance, and helping manage client expectations.

Responsibilities:

• Review all incoming service tickets and requests to assign ticket priority, determine whether the ticket is new or outstanding, and dispatch tickets to technicians to resolve in accordance with service level objectives (SLO)
• Improve customer service, perception, and satisfaction by performing quality assurance of tickets and inbound calls
• Quickly respond to customer inquiries and the Service Escalation hotline
• Act as the single point of contact for clients for all types of IT service tickets and requests, asking questions to diagnose and facilitate the start of the resolution process quickly

• Escalate service tickets and requests that cannot be resolved promptly or scheduled within agreed service levels
• Track and follow up on ticket status daily with technicians and ensure clients receive status updates within SLO

• Monitor the utilization of Technology Service resources by reviewing the resource calendar in ConnectWise ticketing system and call queues in Contact Center and report to the Director of Technology Services
• Perform quality assurance by ensuring technicians are maintaining detailed service tickets for each request and prompt time entry in the ticketing system

• Triage, escalate, and assist Service Desk team members in resolving issues and help identify any Tier 1 bottlenecks

• Document, review, and improve workflows in ticket dispatching and other work processes needed
• Coordination of all IT support groups to ensure maximum utilization of resources and billable hours

• Communication with clients as required, keeping them informed of incident progress
• Maintain open communication on outstanding or critical issues and client follow-up

• Other duties as assigned

Requirements:

• Associate degree or equivalent experience
• At least 2-3 years of experience troubleshooting and supporting complex environments
• Experience providing remote support via telephone, or remote desktop technology

• Working knowledge in general aspects of Microsoft back-office/cloud and Desktop/Server (including Active Directory and O365)

• Basic experience with core network infrastructure including wireless controllers, access points, routers, firewalls (e.g., SonicWall), and network switches

• Working knowledge of ticketing and call center systems

Desired Skills:

• Ability to hold technicians accountable for tickets assigned
• Ability to work in a team and communicate effectively, both verbal and written
• Ability to build positive and collaborative relationships across company teams and divisions

• Ability to remain in contact with the client through the completion of the service ticket and requests, including major incidents
• Strong client relationship skills

• Organized, detail-oriented, and self-motivated
• Ability to multi-task and prioritize
• Ability to work independently with little supervision and manage expectations

• Strong computer skills and the ability to effectively communicate through e-mail

Employment Terms:

Full-time, Exempt, Salary. In office. Eligible for benefits (medical, dental, vision, life, AD&D, disability) and 401(k) after introductory period. Typical business hours are from 8:00 a.m. until 5:30 p.m. with a lunch break, Monday thru Friday, excluding company-observed holidays. Limited after-hours work may be required.