Service Desk Coordinator at BlackBox

, , -

Full Time

Start Date

Immediate

Expiry Date

28 Apr, 26

Salary

0.0

Posted On

28 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Focus, Problem Solving, Critical Thinking, Interpersonal Relationships, Decision Making, Accountability, Service Delivery Management, Technical Support, Data Analysis, Resource Management, Technology Solutions, Communication, Collaboration, Client Satisfaction, Process Improvement, Financial Performance

Industry

IT Services and IT Consulting

Description

Primary Roles & Responsibilities: Primary point of contact for clients requesting services. Monitor service desk cases to ensure they are moving through the system toward resolution. Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities. Acquire and deploy field service operations resources (internal and staff augmentation) required to deliver client service requests with the right skills at the right location, time and cost to achieve the optimal mix and use of skills to realize the financial goals. If supporting a 24/7/365 customer, able to smoothly transfer information, outstanding issues and tasks at the end of each shift and have flexibility to cover other shifts as needed in a 24/7/365 Service Desk environment. Provide input to management related to deployment, demand, capacity and utilization obstacles. Coordinate with resource management to attain maximum utilization of deployable field service operations resources. Utilize escalation and exception paths, process and systems to report current performance and make recommendations for improvement of performance. Analyze case data to identify and implement lessons learned, efficiencies and enhanced client service. Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics. Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the products and services that Black Box supports. Meet all financial performance objectives for area of responsibility and take correction action as needed. Implement and make recommendations to improve methodologies, core competencies and processes for the service desk to ensure stable and quality products and service delivery consistent and company objectives and client expectations. Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meeting client expectations. Provide timely documentation of issues, action plan and outcome. Achieve all client satisfaction objectives and internal and external SLAs. Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day-to-day service delivery operations and the client experience. Foster and contribute toward collaborative working relationships within operations and across all levels and departments of the organization to execute service desk functions and company priorities. Achieve performance targets established by leadership for applicable Key Performance Indicators. Perform other duties as assigned by management. Knowledge, Skills, Abilities Accountability – Demonstrates an understanding of the link between one’s own job responsibilities and overall organization goals and needs, performs one’s job with the broader goals in mind. Looks beyond the requirements of one’s own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in organization’s success. Customer Focus – Demonstrates concern for meeting internal and external clients’ needs in a manner that provides satisfaction for the client. Considers the impact on the external client when taking action, setting policies or carrying out one’s own job tasks. Looks for external trends that are likely to shape the wants and needs of customers in the near future. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost. Decision making – Makes good decisions using a combination of analysis, knowledge, experience, and judgment. Analyzes and distinguishes core problems by looking at the symptoms. Resolves key issues behind major problems in the short term while developing and executing long term solutions. Has a strong record for making decisions that are correct and accurate. Applies strategies to implement effective decision making during crises. Interpersonal Relationships – Demonstrated appropriate and professional behavior at all times. Uses a high degree of tact and diplomacy in working with others. Models and exercises sound judgment regarding personal conduct. Is aware of one’s own style or preference and its impact on others. Earns the respect of others. Problem Solving and Critical Thinking – Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on own knowledge and experience base and call on other references and resources as necessary. Undertakes a complex task by breaking it down into manageable parts in a systematic, detailed way. Identifies the information needed to solve a problem effectively. Gets input from internal/external contacts who are closest to the problem. Education / Experience Requirements High School Diploma required; Associates Degree in Business, Information Technology or related, preferred. 1-3 years of customer service or technical support experience. Technology Services or Managed Service Provider industry experience preferred. Possess an understanding of various technology solutions such as network management systems, network connectivity and security, unified communications and wireless technology preferred. Service awareness of all organization’s key product and service offerings for which support is being provided. Ability to listen to and understand client requirements and individual preferences with successful track record of ability to develop creative and innovative solutions. Excellent problem solving skills with demonstrated success in root cause analysis. Demonstrated experience of continuously expanding and leveraging knowledge of technology, market and industry trends with success in identifying, recommending and implementing best practices and methodologies. Ability to work effectively across all functional groups to optimize product and service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution. Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, service delivery management tools such as ServiceNow and related cloud based technology systems. Supervisory Responsibility This position has no direct reports. Black Box is a leading technology solutions provider. Our mission is to accelerate our customers’ business by valuing relationships with our team members, clients and stakeholders. By continuously growing our knowledge, we remain relevant in the market and are in a superior position to help customers design, deploy and manage their IT infrastructure. Through our values, such as innovation, ownership, transparency, respect and open-mindedness, we deliver high-value products and services through our global presence and 2,500+ team members in 24 countries and growing. Black Box is a wholly-owned subsidiary of AGC Networks. Black Box is an equal opportunity employer. Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, gender identity, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs. What's in it for You? Joining Black Box means you’ll have the opportunity to work on exciting, highly visible projects with our customers. You’ll get to know large and small organizations across the world and work to deliver best in class IT solutions. You’ll be rewarded with a variety of experiences, development opportunities and exposure to some of the world's most admired companies. In addition to these rewarding experiences, you’ll have access to our comprehensive Total Rewards Program. Our program continues to evolve to meet the needs of our dynamic workforce by providing a variety of benefits which are applicable and competitive for each country & region. About Black Box Black Box is the trusted global solutions integrator and digital technology partner. With nearly 45 years of experience connecting people and devices, we are an organization of top technical professionals dedicated to delivering solutions and services that help organizations design, build, manage, and secure their communications and IT infrastructure and networks. Technologies include 5G/OnGo, connected buildings, digital workplace, multisite deployments, data centers, and IoT. We also design and manufacture award-winning products for Pro AV, KVM, cabling, and networking known for their advanced functionality, flawless performance, outstanding reliability and fail-safe security. We deliver high-value technology services and products through our values, such as innovation, ownership, transparency, respect and open-mindedness combined with our global presence and 2,500+ team members in 24 countries and growing. Black Box is a wholly-owned subsidiary of AGC Networks. Black Box is an equal opportunity employer. Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, sexual identity, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs.

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Responsibilities

The Service Desk Coordinator serves as the primary point of contact for clients and monitors service desk cases to ensure timely resolution. They also coordinate resources and provide input on performance improvements and client satisfaction.