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Full-Time

IT Service Desk Coordinator

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Position Summary: The Service Desk Coordinator will oversee the IT service management queue that supports incoming requests about issues related to computer systems on campus. This position provides customer service-oriented support to IT teams that provide assistance and support to users in an efficient and accurate manner. This position serves as the liaison between BJU IT and IT Call Centers.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Oversee the IT Service Desk queue.
  • Track, route and redirect issues to the correct resources within IT.
  • Properly escalate unresolved queries to the next level of support.
  • Recognize high priority issues and report them to the appropriate IT personnel.
  • Research and resolve issues customers report in tickets.
  • Serve as liaison between BJU IT and IT Call Centers.
  • Assure IT Call Centers has resources needed to serve users.
  • Oversee asset recovery communication.
  • Review Service Desk queues daily to ensure customer issues are being resolved in a timely manner.
  • Maintain communication with users in regard to tickets customers submit.
  • Review communication in tickets between Service Desk technicians and customers to ensure accuracy and customer service.
  • Be available to respond to technician’s questions.
  • Manage student technician schedules to assure adequate coverage to Service Desk.
  • Train new student technicians to provide for good user experience.
  • Work closely with Service Desk supervisor in regard to staffing needs.
  • Recognize problem trends and report them to appropriate IT personnel.
  • Document new and updated processes and research.
  • Recommend procedure modifications and improvements.
  • Preserve and grow knowledge of Service Desk procedures and services.
  • Other duties as assigned by Supervisor

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

  • Excellent communication skills both written and verbal
  • Working knowledge of Service Desk applications
  • Knowledge of and experience in customer service practices
  • Troubleshooting ability
  • Ability to work with frequent interruptions
  • Aptitude for and ability to learn new technologies
  • Problem solving ability
  • Planning and organizational skills
  • Attention to detail

Required Education: Bachelor's Degree
Required Experience: One to two years related experience
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1700 Wade Hampton Blvd.   |   Greenville, SC 29614 864.242.5100 Ext. 3003

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