Help Desk Coordinator

at Group O in Milan, Illinois, United States

Job Description

Group O is seeking a Help Desk Coordinator to grow within our developing Information Technology group.

The Help Desk Coordinator is the first point of contact for all incidents and service requests, during published hours originating from the ticketing system, emails, or phone calls to the IT Service Desk phone number. They will be responsible for communicating directly with the Service Desk Technicians to ensure that all incidents, issues, and/or problems are logged, and contain all necessary information for a technician to resolve the user’s service request and can assign the ticket to the proper technician or team who is qualified to remediate the support issue. The goal of the Help Desk Coordinator is to improve customer service, perception, and satisfaction by properly documenting and assigning work accurately.

The ideal candidate for this role will be a customer-focused individual pursuing a degree in Information Technology and seeking avenues to expand their expertise within an enterprise setting.

Key Responsibilities

• Function as first point of contact for Group O employees for all types of information technology (IT) service requests and incidents.
• Monitor ticket queues to ensure timely resolution and follow-up on unresolved issues.
• Triage and accurately document user support issues and determine the appropriate group to which to assign the request or incident.
• Prioritize work on those issues that have a high impact or urgency on the business.
• Communicate with users to keep them informed of progress on active requests and incidents.
• Follow-up with stakeholders on service request approval requests.
• Escalate unresolved or high-priority issues to appropriate levels of management, technical specialists, or support teams for further investigation or resolution.
• Follow established escalation procedures and protocols to ensure prompt attention to critical issues and minimize downtime for customers.
• Generate reports on dispatch performance metrics such as response time, resolution time, first-time fix rate, and customer satisfaction.
• Analyze trends, identify opportunities for process improvements, and provide recommendations to enhance dispatch efficiency and customer service quality.

Minimum Qualifications

• High school graduate with technical aptitude.
• Previous customer service and/or call center experience.
• Basic knowledge of Windows 10 and (higher), and Microsoft Office.
• Excellent communication skills.
• Ability to work well independently a
  
  

  PI239055115

  
  
  Group O is an Equal Opportunity Employer and does not discriminate against any applicants for employment based on their race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other status protected by law.