Service Desk Workflow Coordinator

Overview

Title: Service Desk Workflow Coordinator

Location: Tustin, CA- if outside 31 miles of Austin, TX or Tustin CA- remote OK

Pay: $31.25 -$40.87/hr DOE

Position Summary: The workflow coordinator is primarily responsible for monitoring, tracking and ensuring all incidents, requests and all other tickets are assigned and updated daily.  Responsible for running reports and immediately notifying management on problems and/or critical issues.  The ideal candidate is driven by technological evolution, a self-starter with exceptional problem-solving skills, deliver exceptional customer service, and the ability to resolve complex problems and implement solutions with little or no guidance. This position will report to the Manager of End User Services.

Responsibilities

Job Responsibilities may include, but is not limited to:

• Promptly respond to all incidents, requests and any other tickets assigned to the Technology Services team to ensure all tickets are assigned and escalated quickly to the correct support team.
• Monitor, track and assign tickets to appropriate queues. Verify tickets for correct routing and research and reroute incorrectly routed tickets
• Provide personalized, white glove support to Owners and all C Level Executives when required.
• Working closely with the Technology Services management team to provide updates on stale ticket status on a weekly basis.
• Ensure outstanding tickets are updated, escalated and or closed on a timely basis by following up with the assigned technician and their manager.
• Notify technicians of any priority or mission-critical problems or tickets and rout tickets to appropriate team members.
• Check tickets for incomplete items and/or mis-categorized priority.
• Identify repetitive incidents and escalate problems or tickets to higher level management when required and/or necessary.
• Maintaining confidentiality and privacy in all dealings with owners and C level executives.
• Ensure that Operational Level and Service Level Objectives are always adhered to.
• Maintain up-to-date level of knowledge with regards to technology, in particular security policies and company standards.

• Set high standards of performance for self-assuming responsibility and accountability for successfully completing assignments or tasks
• End to End ownership of Owners/C Level executive, VIP’s, and end-user related incidents through escalation to external vendors or other internal resources

• Document actions, alterations and procedures to ensure an accurate and accessible record on our ticketing system.
• Assist other members of the Executive Desktop Support and the Service Desk team when appropriate to complete tasks in the necessary timescale.
• Keep abreast of trends in technology and its application to understand current best practice, possible alternative solutions and to support problem solving.
• Manage own time to fulfill tasks efficiently, in the correct priority and to the required level of quality, within the context of the objectives supplied by manager.
• Communicate the progress of investigations and planned solutions to customers, managing their level of expectation and increasing their understanding of company desktop technology.
• Liaise with colleagues, utilizing their expertise to solve more complex problems or pass on responsibility to the appropriate team members. Continuously look for improvement within Support.
• The support of mobile devices including iPhone, iPad, iPod, Android, and Windows & Apple laptops and desktops.
• Any other duties as assigned.

Qualifications

Essential skills/experience:

• An excellent customer service manner is required together with the ability to handle sensitive and challenging support situations with a calm and methodical approach.
• Minimum of 5 years’ experience with support in an enterprise corporate setting in an onsite and remote capacity.
• At least 3 years of Apple configuration and support experience (iPads, iOS, iPhones, MacBooks etc.), as well as Android and their related OS environments.
• At least 3 years’ experience working with Active Directory, MS Office, Windows and Mac environments, and have a good understanding of networks.

• Strong understanding of Microsoft Outlook and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality need

• Ability to work with little or no supervision from direct manager.
• Required to be on call
• Ability to work in a fast-paced, highly technical environment.
• Excellent verbal and written communication skills.

• Willingness to cooperate with others and work to the greater good
• Provide regular status reports and updates to management

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Must be able to lift up to ten pounds.  Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information.  VISION:  See in the normal visual range with or without correction.  HEARING:  Hear in the normal audio range with or without correction.

EOE/M/F/D/V. Drug-free workplace.

Work Authorization:

Must be able to verify identity and employment eligibility to work in the U.S.

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Salary : $31 - $41