Job title- Service Desk Coordinator

Location- Austin, TX 78758

Duration- 5 Months possible contract extension or hire

Shifts: Mon-Fri 10:00 am-7:00 pm

Job Summary:

• Perform day-to-day work activities 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, hardware, carrier provisioning or other network components. 
• Responsible for dispatching and closing all assigned cases including communicating, tracking, reconciling, and documenting the cases accurately within designated guidelines, deadlines and margin requirements. 
• Coordinate with various functional groups to complete assigned MAC/Break-fix cases to the customers’ satisfaction and within specified SLAs.
• Ensure services are delivered to clients in a high quality and professional manner consistent with company initiatives and client expectations.

Experience Requirements:

• Minimum 2 years of related technical industry experience to include customer service, dispatching, incident/break-fix support in the telecommunications, audio, and/or network connectivity products and services field.

Strongly Preferred

• Worked in ticket system (preferably Service Now) handling 75 tickets per day
• Typing speed 50 WPM
• Strong Attention to detail
• Enjoys repetitive work
• Shows professionalism in their communication, attitude, and appearance.

Primary Roles & Responsibilities:

• Responsible for dispatching and closing all assigned cases including communicating, tracking, reconciling, and documenting the cases accurately within designated guidelines, deadlines and margin requirements.
• Responsible for receiving and managing 1st level inquiries and escalations, not requiring technical support or triage, from initial request throughout the case life-cycle to resolution.
• Including facilitating the successful completion of the change of equipment or technology and updating customers and other stakeholders regularly on ongoing open MAC request/break-fix cases.
• Coordinate & verify the assignment of labor and materials required, according to established guidelines.
• Initiate, prepare and send required documentation as needed.
• Analyze MAC/INC case data to identify and implement lessons learned, efficiencies and enhanced client service.
• 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 / external SLAs.
• Foster and contribute toward collaborative working relationships within operations and across all levels and departments of the organization.
• Achieve performance targets established by leadership for applicable Key Performance Indicators.
• 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.