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At Frankel, we provide innovative and progressive accounting, tax, and consulting services. Our Frankel Technology Services department creates a Technology Success Partnership with our clients. This gives our clients the tools, information, and understanding they need to make the best technology decisions for their company.
Our internships are focused on training and mentorship, collaboration, hands-on experience, fun, and one that is student focused. We are currently seeking a Service Desk Coordinator Intern to join our team.

SUMMARY:

The Service Desk Coordinator (SDC) Intern is responsible for assisting the Service Desk Coordinator (SDC) with attaining utilization of resources through daily dispatch and coordination of tickets according to urgency and availability of resources. The SDC position is the ‘hub of the wheel’ for our Service Delivery team, interfacing constantly with our internal team and client base. The primary goal of the position is to promote and ensure client satisfaction with the services delivered, as well as facilitate staff productivity, efficiency, and well-being for staff members in this department.

QUALIFICATIONS:

• Ability to work in a team and communicate effectively.
• Interpersonal skills: telephone skills, communication skills, active listening, and customer care.
• Ability to organize work, multi-task and adapt to changes quickly.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Self-motivated with attention to detail and the ability to work in a fast-moving environment.

• Assist the SDC to act as the single point of contact to the client for Incidents, Problems, and Requests.
• Triage and update email tickets and telephone calls as they arrive in the help desk system.
• Clarify client tickets until enough information is present for the ticket to be “actionable” by a technical resource.
• Assign work to technical resources in a balanced and effective manner.
• Communicate with clients on tickets waiting for information and tickets which are pending close to efficiently move tickets through the process.
• Monitor resource schedules to ensure prompt resolutions on service requests.
• Improve client service, perception, and satisfaction through follow-through, follow-up, and communication.
• Assist the team in meeting monthly and quarterly goals based on metrics.
• Other duties as assigned.