Service Desk Coordinator
This contract provides IT support services to a high profile customer in Washington, DC and offices nationwide. The position works in the IT Service Desk and maintenance functional areas. The environment is enterprise based support of workstations, servers, LAN, mobile devices, printers and all supporting hardware and software. The position opening is for a Service Desk Coordinator in Washington, DC. The candidate will serve as a member of level Tier I-III Service Desk support staff in providing friendly, expert support to a high profile customer. Candidate will be performing several duties in conjunction with 30-35 support engineers of all levels. These duties include but not limited to, performing ticket creation, ticket assignment, ticket review, and quality assurance checks on ticket queues. Manage a ticket tracking and scheduling system to assign technicians to all support duties. Monitor tickets and queues to ensure best customer service is provided. Works as part of team to be sure tickets are being closed within SLA. Applicant selected must have the ability to obtain and maintain favorable background status. General Dynamics Information Technologies is an EEO/Affirmative Action Employer. General Responsibilities:
- Assigns tasks/tickets to Tier I-III technicians from HP Service Manager.Monitors progress and performance of tickets and tasks to ensure accurate, timely completion.Schedules customer dispatch requests for break-fix issues.Communicates with high profile customers in a professional and courteous manner.Performs quality assurance checks for both DC and State tickets using HP Service Manager. Serves as central point for technicians to report all ticket status updates.Analyzes and provides feedback to management to ensure that all Service Level Agreements (SLAs) are met on all assigned tickets. Prioritizes ticket assignments based on severity.Updates HP Service Manager with complete, accurate and timely information.Completes all corporate requirements in accord with General Dynamics Information Technology corporate policy.
- Provides a positive climate for motivationComputer literacy and basic technical skillsExcellent customer service skillsSound organizational skills and ability to multi-task under tight deadlinesEffective communication skillsCandidate must be able to follow defined procedures and have a fine attention to detail.
- Bachelor’s degree; or 5+ years of related experience and/or training; or equivalent combination of education and experience