CTPL / Service Desk Coordinator I,

General Overview:
Due to continued growth, the organization is hiring a Service Desk Coordinator I, for our IT Service Desk in the Frisco, Texas office. The Service Desk Coordinator I will report to Manager, Global Service Desk. They will provide Level 1 support for IT Services in all the corporate and field locations.
Responsibilities
1. Create, Manage, Resolve and Close tickets for IT service support using the Ticket Management System
2. Work in a call center environment answering incoming requests with outstanding customer service
3. Perform Level 1 IT help desk support including issue triage, technical troubleshooting, workarounds and resolution delivery and escalation as needed for end user issues in a Microsoft Windows desktop environment
4. Clearly document issues and solutions in a knowledge base
5. Monitor IT Service Desk performance levels and report daily performance metrics as required
6. Learn and follow instructions, use standard operating procedures and call scripts as provided by management
7. Ensure the Service Desk meets all SLA compliance requirements to the business by exercising an ownership mentality toward customer needs, showing respect and consideration to all team members and contributing improvements where possible to IT Service Desk operations and processes
8. Support other team members in troubleshooting and resolution to problems
9. As the company grows the need for flexible shifts may become needed to provide full 24/7 coverage of the IT Service Desk including 2nd & 3rd shift, and weekends
Required Qualification:-
1. A+, MCST or other combination of education and training equivalent to Level 1 Support Analyst
2. 3+ years in IT Help Desk or Call Center experience required
3. Excellent customer service skills and strong time management skills
4. Ability to write clearly and accurately
5. Ability to speak effectively with customers
6. Associates Degree in Computer Science (or a related field) or equivalent
7. ITIL v3 Foundation
8. Experience with multiple technologies including Windows, MSOffice, Exchange, Active Directory, VPN, VOIP, Mobile communications, IT Security, Network configuration, Printing, and Software Application support
9. Knowledgeable in basic network troubleshooting
10. Strong technical problem solving and troubleshooting skills
11. Strong desire to grow in experience and value as well as increased responsibility within the company by contributing innovative ideas and outstanding performance
12. This is a position where there are assigned shifts for coverage that rotate for Saturday coverage and could possibly in time move to a true 24 X 7 operation