Service Desk Coordinator
About the Role
The Service Desk is a fast-paced environment that operates 24/7 to support our enterprise. We serve as the first point of contact for Enterprise Technology Services (ETS), where we resolve customer incidents, answer questions, and assist with submitting Service Catalog Requests. Our vision is to provide customers with a service-oriented, single point of contact within ETS for issue resolution and request fulfillment. Our mission is to extend our client's superior member-centric service commitment to employees by addressing IT issues, striving for first-contact resolution whenever possible, timely escalation, and management of incidents and service requests to enable employees to serve members around the globe.
We seek innovative individuals who can thrive in a fast-paced environment and leverage their skill sets to help us reach common goals. You should be able to pivot when needed, multitask, and work across various systems and applications to promote customer satisfaction.
Key Responsibilities
- Respond to inbound calls daily to provide technical support and troubleshooting
- Provide support via web queues, outbound interactions, and emails
- Leverage resources to resolve technical issues in a timely manner
- Use PC applications (word processing, spreadsheet, database, etc.) to document, maintain, and report functions and activities
- Escalate requests outside of your scope when necessary
- Attend weekly staff and mentor meetings
- Maintain adherence to help promote business unit success
- Adhere to ETS and our client's practices, policies, and procedures
- Perform other related duties as assigned or appropriate
Required Qualifications
- Knowledge and understanding of the information technology field
- Basic skill in troubleshooting and resolving technical problems
- Exposure to enterprise systems and IT terminology
- Exposure to solving routine or standard administrative, operational, or system problems and issues
- Effective verbal and written communication skills
- Ability to leverage finesse and soft skills when interacting with end users
- Basic organizational, planning, and time management skills
- Ability to handle multiple tasks simultaneously with a high degree of accuracy
- Ability to work independently and in a team environment
Preferred Qualifications
- 3+ years of Tier 1 support and capabilities or similar experience
- Call center or front-line customer support experience
- Knowledge of our client's operations, policies, and procedures
- Knowledge of ITIL (Information Technology Infrastructure Library)
- Previous customer service experience in a fast-paced environment
- Familiarity with ticketing software such as ServiceNow
CC Pace is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or any other protected characteristic under federal, state, or local laws.
CC Pace are committed to employing only candidates who are legally authorized to work in the United States. For us to comply with the Immigration Reform and Control Act of 1986, all new employees, as a condition of employment, must complete the Employment Eligibility Verification Form I-9 and provide documentation that establishes identity and authorization to work. E-Verify will be used for employment verification as part of your onboarding process.
