Service Desk Coordinator - Technical Support

Job Description

The Service Desk Coordinators goal is to provide L1 service to all external and internal customers on Information Technology Systems and to develop an in-depth understanding of the Technology Service Industry. MAIN TASKS / ACTIVITIES Monitor incoming requests and alerts. Provide routing and assignment for internal or external reported customer issues. Provide ITC Service Desk phone support. Provide direct phone support service to internal and external customers on inbound calls, including Service Request updates, follow-up and closure requests. Monitor SLA compliance for customers. Ensure adherence to defined SLAs for customers, including follow-up with internal staff, customer communication and escalation. Maintain the ISS On-Call, availability schedule and skills matrix for technical and functional staff. Maintain the system resource calendars to support availability, skills and group on-call requests. Perform new account startup and Maintenance activities. Setup Tele Service related information such as account assignments and Oracle Tele Service Territories. Provide auditing functions on client documentation. Review client information and documents stored on ITC systems to ensure accuracy, completeness and compliance with SAS70. Efficiently communicate with customers both external and internal. Efficient communication regarding all daily and outstanding activities using internal systems. Create and update procedures for external customer facing systems. Provide customers with the training material needed to use the system correctly, including web session training. ISS personnel time entry. Enter time for all personnel who report an absence. PROFILE REQUIREMENTS Education: College Degree Strongly Preferred Computer Science, Info Systems or Business Languages: Strong Written and Spoken English Communication skills: Ability to effectively communicate with all levels of the organization. Excellent interpersonal skills. Strong PC skills with Microsoft Office tools, including knowledge of MS Word, MS Excel and MS Internet Explorer. Technical aptitude and basic understanding of WAN, LAN and Server networks Previous support experience servicing multiple levels of users from staff personnel to executive level users preferable. Ability to exercise professional judgment within defined practices and policies. Confident, ambitious, high commitment to exceed performance expectations and curiosity to learn industry and technical concepts. Driven to accept ownership of leadership opportunities and willingness to go above and beyond ensuring customer satisfaction. Ability to work together in a team as well as take the lead; business and result-oriented approach; WORK CONDITIONS Ability to work flexible work shifts including 7-4 to 10-7pm including weekends.

Keyskills :
technical support service desk inbound calls ms office tools customer communication document review Tickets ITIL Servicenow

About Company

IT Convergence (ITC) is a premier, global provider of Oracle enterprise solutions. We are a global enterprise application services provider with core competencies in Oracle Consulting, Development, Education, Hosting and Support Services. Founded in 1998, IT Convergence has successfully partnered with more than 600 top companies, in over 50 countries around the world, delivering senior-level expertise which spans the enterprise application and technology stack. Our global reach and local expertise have made us the partner of choice for companies expanding into Europe, Central Asia, China, the Pacific Rim, and Latin America.

We are "Go To" provider of Oracle R12 upgrades and support. Because most companies require multiple services for their Oracle products, IT Convergence gives you an opportunity to work with a single, unified source of Oracle expertise. We also have extensive experience when it comes to Business Intelligence (OBIEE), having implemented the tool in house. I encourage you to explore our website by following the link below. Here you will find further information about IT Convergence, our services, and our long record of success.

URL:- www.itconvergence.com

Candidate Profile

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