eX cell has been staffing IT professionals at the top Fortune 100 companies for over two decades. Whether you are looking for a lower-level IT position or a high-level executive position, we are here to help you find the right opportunity.
Our client has a brand new opportunity for a Service Desk Coordinator to join their team for a remote position and oversee IMac ticket coordination and equipment shipment processes. This role is pivotal in ensuring the seamless execution of ticket and project coordination within client technical and non-technical support teams. This role will require completion of two mandatory training courses (totaling no more than 2 hours) prior to starting, necessary for system access.
Duties and Responsibilities:
Coordinate and manage IMac tickets, ensuring timely and efficient processing
Facilitate the coordination and shipment of equipment, maintaining accurate records and communication with relevant parties
Work closely with internal teams to ensure project requirements and timelines are met
Maintain high levels of customer service and support throughout all processes
Manage 650 users per month and complete all returns within 15 days
Daily tasks include but not limited to:
Export assigned lifecycle records from Tableau Reporting server
Import daily report into lifecycle excel and run macro
Review communications needed
Update Excel with the communication type that user is to receive
Paste results into Sharepoint that auto sends communication type to users
Utilize the appropriate standard verbiage to update LCMS with the comments and date
Open MDT request for user when migration is complete
Ensure lost / stolen devices are reported appropriately
Ensure device is returned within SLA
Escalate non-compliant users
Answer user questions regarding processes or direct to technology connection for technical assistance
Attend weekly team call and follow all processes and procedures
Skills and Qualifications: Experience in ticket or project coordination is preferred
Excellent communication and organizational skills
Ability to manage and prioritize tasks efficiently
Capability and reliable in completion of daily activities without governance
Proficient in using Vera for accessing WF systems
Skilled in Excel basic functions of copy, paste, sort, filter
Able to send daily communications to users with migration instructions, answer questions about the migration process, and direct users to technology connection for technical questions
Full COVID-19 vaccination may be required.
We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life/AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA/HSA Pre-Tax Benefits, Employee Discounts.
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. ** eX cell ™ Supports Equal Employment Opportunity** e X cell ™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.
