Service Desk Administrator

iSolved HCM; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Service Desk Administrator to provide vital administrative support to the Relationship Management team. This role is perfect for individuals eager to gain foundational experience in sales and client management. You will handle a variety of tasks, including managing contracts, processing orders, and addressing client inquiries. The ideal candidate will possess strong organizational skills, attention to detail, and the ability to work collaboratively across teams. Join a dynamic environment where your contributions will enhance service quality and operational efficiency, and help drive client satisfaction and retention.

Qualifications

• 3+ years of related experience in administrative roles.
• Proficient in CRM systems and Microsoft Office applications.

Responsibilities

• Serve as a point of contact for customer inquiries and manage orders.
• Collaborate with the Relationship Management team to support client growth.

Skills

Organizational Skills

Attention to Detail

Communication Skills

Problem-Solving Skills

Team Collaboration

Education

High School Diploma or Equivalent

Tools

CRM Systems

Microsoft Office (Excel, Word, Outlook)

Job description

Job Description

Service Desk Administrator

Job Level

S4

Summary/objective

The Service Desk Administrator provides essential administrative support to the Relationship Management team, helping to ensure smooth operations and effective client relationship management. This role is ideal for someone looking to gain foundational experience in sales and client management while contributing to the growth and retention efforts of the team. The Service Desk Administrator will handle a variety of tasks, including managing contracts, processing orders, and handling client-related inquiries. This position requires strong organizational skills, attention to detail, and the ability to collaborate across teams.

Core Job Duties

1. Serve as a point of contact for customer inquiries related to contracts, hardware orders, and other service-related requests. Provide professional, clear, and timely responses to build strong relationships with customers.
2. Accurately process and manage customer orders, including hardware requests, early termination fees, child FEINs, and $0 revenue orders, ensuring all data entries and documentation are correct and completed on time.
3. Maintain organized records of contracts, transactions, and other relevant documentation using the company's CRM system, ensuring compliance with internal processes and policies.
4. Monitor and ensure that all contract details, fees, and order information align with company policies and procedures.
5. Proactively identify opportunities to improve service desk processes and contribute ideas for enhancing service quality and operational efficiency.
6. Collaborate closely with the Relationship Management team to support their goals related to client growth, retention, and satisfaction. Assist with identifying and implementing solutions that contribute to team success.
7. Assist in the tracking and resolution of client-related issues, ensuring that all issues are handled efficiently and to the satisfaction of both the client and internal teams.

Job Complexity

1. As a highly skilled specialist, contributes to the development of concepts and techniques. Completes complex tasks in creative and effective ways.

Interaction

1. Consistently works on complex assignments requiring independent action and a high degree of initiative to obtain resolution to issues. Makes recommendations for new procedures.

Supervision

1. Acts independently to determine methods and procedures for new assignments. Exercises initiative and judgment in completing recurring assignments.

Experience

1. Typically requires a minimum of 3+ years of related experience.

Minimum Qualifications

1. High school diploma or equivalent.
2. At least 2 years of administrative experience, preferably in a sales or customer service support role.
3. Strong attention to detail with the ability to manage multiple tasks simultaneously.
4. Excellent written and verbal communication skills, with a professional demeanor when interacting with clients and internal teams.
5. Proficient in using CRM systems and Microsoft Office applications (Excel, Word, Outlook).
6. Demonstrated ability to work effectively in a team-oriented environment.
7. Strong problem-solving skills with the ability to identify issues and recommend solutions.
8. A proactive, organized, and self-motivated approach to work, with the ability to take initiative and contribute to process improvements.

Physical Demands

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift to 15 pounds.

Travel Required

Yes, up to 15% domestic travel may be required.

Work Authorization

Employee must be legally authorized to work in the United States.

FLSA Classification

Exempt

Location

Any

Internal Job Title

Client Services Specialist

Effective Date

9/10/2024