IT Service Desk Coordinator - Doral

Business Computer Associates, Inc. (BCA, Inc.); Miami (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

BCA provides IT managed services in South Florida and seeks a Service Desk Coordinator to optimize dispatch of internal and field resources and serve as the primary client contact for service requests.

You will coordinate internal and field teams via ConnectWise, pre-process requests, schedule resources, track time entries, and keep clients informed of incident progress. Strong communication and multitasking are essential in a fast-moving environment.

Qualifications

• Basic computer and operating system knowledge.
• Interpersonal skills: telephony, communication, active listening and customer care.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: matching resources to issues.
• Understanding of IT services and support tools.
• Accurate typing for service ticket details.

Responsibilities

• Act as the single point of contact to the client for all service requests.
• Coordinate IT support groups to maximize billable resources.
• Pre-process service requests via email, manual entry, or direct input.
• Schedule internal and field resources on the ConnectWise dispatch portal.
• Monitor resource schedules to ensure prompt time entries on tickets.
• Communicate with clients about incident progress and outages.

Skills

Customer service

Communication

Multi-tasking

Time management

Technical awareness

Typing

Tools

ConnectWise

Job description

BCA provides IT Managed Services to small and medium sized businesses throughout South Florida. We offer fast, professional, local IT services. For customers without an IT staff, we are their full time IT department. For customers with in-house IT, we provide the IT staff with expert services for new projects and day-to-day maintenance and support. Typical customer environments consist of 5 – 100 users and are primarily Microsoft Windows based networks.

Job Description

BCA is seeking a Service Desk Coordinator who is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.

Essential Duties and Responsibilities:

• Act as the single point of contact to the client for all types of service requests
• Coordination of all IT support groups to ensure maximum utilization of billable resources
• Pre-process service requests as they arrive through email, manual entry, or direct customer input
• Schedule internal and field technical resources on the Connectwise dispatch portal
• Monitor resource schedules to ensure prompt time entry on service requests
• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction
• Fast turnaround of client requests
• Ability to work in a team and communicate effectively
• Improve usage and increase productivity of IT support resources
• Escalate service requests that cannot be scheduled within agreed service levels
• Report the utilization of IT Support resources and successful completion of service requests to Management
• Responsible for entering time in ConnectWise as it occurs
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Enter all work as service tickets into ConnectWise
• Purchase and receive hardware and software

Knowledge and Skills Required:

• Basic computer and operating system knowledge
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment

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