Service Desk Coordinator

The Service Desk Coordinator is responsible for exceptional front line client support starting with the initial contact with Black Box via several methods (phone, email, web portal, automated alarms, etc.) up to resolution of the case. This role is responsible for client validation, case creation and prioritization, and routing to appropriate remote or field resources. This role is responsible for coordinating the delivery of Move/Add/Change (MAC) Services and/or Break-fix cases - the ad hoc rearrangement, addition or deletion of product and service components or features such as software and hardware. The Service Desk Coordinator works closely with resource management to acquire, assess and deploy appropriate resources achieving the optimal mix and use of skills to meet both Black Box and client objectives.

Primary Roles & Responsibilities:

• Primary point of contact for clients requesting services.
• Monitor service desk cases to ensure they are moving through the system toward resolution.
• Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities.
• Acquire and deploy field service operations resources (internal and staff augmentation) required to deliver client service requests with the right skills at the right location, time and cost to achieve the optimal mix and use of skills to realize the financial goals.
• If supporting a 24/7/365 customer, able to smoothly transfer information, outstanding issues and tasks at the end of each shift and have flexibility to cover other shifts as needed in a 24/7/365 Service Desk environment.
• Provide input to management related to deployment, demand, capacity and utilization obstacles.
• Coordinate with resource management to attain maximum utilization of deployable field service operations resources.
• Utilize escalation and exception paths, process and systems to report current performance and make recommendations for improvement of performance.
• Analyze case data to identify and implement lessons learned, efficiencies and enhanced client service.
• Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics.
• Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill set in the products and services that Black Box supports.
• Meet all financial performance objectives for area of responsibility and take correction action as needed.
• Implement and make recommendations to improve methodologies, core competencies and processes for the service desk to ensure stable and quality products and service delivery consistent and company objectives and client expectations.
• Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meeting client expectations. Provide timely documentation of issues, action plan and outcome. Achieve all client satisfaction objectives and internal and external SLAs.
• Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day-to-day service delivery operations and the client experience.
• Foster and contribute toward collaborative working relationships within operations and across all levels and departments of the organization to execute service desk functions and company priorities.
• Achieve performance targets established by leadership for applicable Key Performance Indicators.
• Perform other duties as assigned by management.

Knowledge, Skills, Abilities

Accountability - Demonstrates an understanding of the link between one's own job responsibilities and overall organization goals and needs, performs one's job with the broader goals in mind. Looks beyond the requirements of one's own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in organization's success.

Customer Focus - Demonstrates concern for meeting internal and external clients' needs in a manner that provides satisfaction for the client. Consider the impact on the external client when taking action, setting policies or carrying out one's own job tasks. Looks for external trends that are likely to shape the wants and needs of customers in the near future. Looks for creative approaches to providing or improving services that may increase efficiency and decrease costs.

Decision making - Makes good decisions using a combination of analysis, knowledge, experience, and judgment. Analyzes and distinguishes core problems by looking at the symptoms. Resolves key issues behind major problems in the short term while developing and executing long-term solutions. Has a strong record for making decisions that are correct and accurate. Apply strategies to implement effective decision making during crises.

Interpersonal Relationships - Demonstrated appropriate and professional behavior at all times. Uses a high degree of tact and diplomacy in working with others. Models and exercises sound judgment regarding personal conduct. Is aware of one's own style or preference and its impact on others. Earns respect of others.

Problem Solving and Critical Thinking - Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on own knowledge and experience base and call on other references and resources as necessary. Undertakes a complex task by breaking it down into manageable parts in a systematic, detailed way. Identifies the information needed to solve a problem effectively. Gets input from internal/external contacts who are closest to the problem.

Education / Experience Requirements

• High School Diploma required; Associate's Degree in Business, Information Technology or related, preferred.
• 1-3 years of customer service or technical support experience. Technology Services or Managed Service Provider industry experience preferred.
• Possess an understanding of various technology solutions such as network management systems, network connectivity and security, unified communications and wireless technology preferred.
• Service awareness of all organization's key products and service offerings for which support is being provided.
• Ability to listen to and understand client requirements and individual preferences with successful track record of ability to develop creative and innovative solutions.
• Excellent problem-solving skills with demonstrated success in root cause analysis.
• Demonstrated experience of continuously expanding and leveraging knowledge of technology, market and industry trends with success in identifying, recommending and implementing best practices and methodologies.
• Ability to work effectively across all functional groups to optimize product and service offerings, fostering seamless internal and external client experience and track record of timely and accurate issue resolution.
• Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, service delivery management tools such as ServiceNow and related cloud-based technology systems.

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