Help Desk Coordinator Job Description
Help desk coordinator
provides complex troubleshooting and investigation via remote control or other tools for all software and hardware incidents.
Help Desk Coordinator Duties & Responsibilities
To write an effective help desk coordinator job description, begin by listing detailed duties, responsibilities and expectations. We have included help desk coordinator job description templates that you can modify and use.
Sample responsibilities for this position include:
After receiving the request, a help desk coordinator enters the work order into a tracking system, where he or she assigns it to a technician and tracks the status
Provide first-line technical support to end-users in the use of network services, computer systems, software applications and services
Enter trouble- tickets into help desk tracking software
Escalate second-line trouble-tickets to appropriate technician (hardware, software, network, telecommunications)
Monitor trouble- tickets in help desk to ensure timely completion
Recommendations for procedural improvements
Some travel may be required between customer facilities
Responsible for moderate level of c operations of the ACD functions and features to properly utilize the system/
Service to store includes flexibility in shift schedule to include nights and weekends
Complete work orders to include but not limited to
Help Desk Coordinator Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Help Desk Coordinator
List any licenses or certifications required by the position: CCNA, IAT, CCENT, MCSE, MCP, ITIL, CE, MCSA, MS, HDI
Education for Help Desk Coordinator
Typically a job would require a certain level of education.
Employers hiring for the help desk coordinator job most commonly would prefer for their future employee to have a relevant degree such as Associate and Bachelor's Degree in Technical, Education, Associates, Computer Science, Information Technology, Business, Diesel, Automotive, Communication, Supervision
Skills for Help Desk Coordinator
Desired skills for help desk coordinator include:
Androids
Dell hardware and all mainstream software applications
IPhones
Linux
Remote access/control tools
Windows 10
Decision support tools
Google Apps For Work
Hardware and networking basics
Query tools
Desired experience for help desk coordinator includes:
Knowledge of Third Party processing and NCPDP Industry Standards preferred
Proficient in Microsoft Office (Excel, Word, Access)
Readily adapts to new systems and processes
Ability to speak and write clearly and accurately in English
High level of analytical thinking to solve problems with an understanding of technology ability to ask the right questions and apply solutions to business problems
Monitoring software (Splunk, IP Monitor)
Help Desk Coordinator Examples
1
Help Desk Coordinator Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of help desk coordinator. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for help desk coordinator
- Troubleshoot, repair, maintain, install, and perform testing activities on various computer equipment, peripherals, data communication, and computer network systems
- Meetings set up to include video conferencing using Polycom, Conference Bridge, and LCD projector set ups
- Installation of new equipment to fulfill IT requirements for Components
- Must possess good customer relation skills, will be interfacing with customers daily
- Must be able to work unsupervised and perform tasks assigned
- Diagnoses and resolves more basic or common problems through discussions with end users
- Assigns 2nd level technology support tickets to appropriate internal departments
- Tickets all communications within our Enterprise Service Desk system
- Provides low to moderate level of customer service support for office automation applications, personal computers, and printers
- Accurately documents and reports problems to technical staff for resolution
Qualifications for help desk coordinator
- Self-motivated and adept problem-solving orientation
- Knowledge of Internet protocols (TCP/IP, SMTP, HTTP)
- 0-2 years of experience in a support/helpdesk position
- MCSE/CCNA certifications a plus
- A+/Network+ Certification a plus
- Experience working within a facilities organization preferred
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Help Desk Coordinator Job Description
Job Description Example
Our company is looking to fill the role of help desk coordinator. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for help desk coordinator
- Interfaces with carrier representatives to obtain pricing, service selection, and billing information
- Provides conference calling, fax and E-mail directory support through the use of multiple platforms and applications
- Train users on SPARCS and other supported business productivity applications including Office Suite of products, Share Point
- Manages Single Call Help Desk and Work Order System
- Manages reporting from Help Desk and CMMS systems and maintains UMP Facilities dashboard
- Trains other support staff, helps to ensure coverage of Help Desk hours, and helps to maintain overall quality and performance level of Help Desk services
- Provides back up assistance to the CSC admin support team as needed to ensure that daily tasks are completed
- Performs other duties as assigned, including performance goals and goals defined by UMP’s Real Estate and Facility Operations team
- Operates the Help Desk software and maintains the database
- Develop and maintain rapport and communications with students and troubleshoot and answer their questions in a professional, timely and courteous manner by email and phone
Qualifications for help desk coordinator
- Understanding of productivity suite software
- Ability to work Monday – Friday from 10am – 6pm 40 hour work week schedule
- Experience supporting complex operational software system including trouble shooting and problems solving
- Ability to work in high pressure, highly flexible environment against both short and long term requirements
- Experience researching program issues using the MS Office suite, including Excel and PowerPoint
- Experience using the of helpdesk JIRA ticketing system
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Help Desk Coordinator Job Description
Job Description Example
Our company is hiring for a help desk coordinator. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for help desk coordinator
- Online courses in the appropriate learning management system
- Gather, prepare and submit material to meet SACCS accreditation requirements, other continuous improvement and regulatory initiatives
- Suggest improvements to work flows and processes to improve the efficiency of the office
- Completes mobile device installations on iOS, Android, and Blackberry based hardware
- Supports enterprise software deployments client follow-up support
- Supports office IT hardware moves
- Inventorying of IT hardware and software
- Exhibits professional appearance and demeanor at all times
- Customer Service.Provide outstanding telephone, email and chat support to our internal and external end users
- Providing first-line problem analysis and resolution
Qualifications for help desk coordinator
- Candidate must be highly organized, thorough, self-motivated, proactive and outgoing
- Extensive collaboration with teammates and customers is required – Strong communications skills are necessary
- Understand internal employee needs and provide solutions to help enable the user or process
- Be a customer advocate and relay customer feedback, needs and wants to the rest of the IT organization
- Receive IT support requests through various channels including phone, chat, e-mail, and employee self service
- Provide remote IT support for quick resolutions to software, OS, telecomm, and network related issues
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Help Desk Coordinator Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of help desk coordinator. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for help desk coordinator
- Initiate preventive maintenance on the printers be capable of repairing any printer problems where applicable
- Perform problem resolution based on service desk tool , knowledgebase, servicenow
- Complete HR tickets - setup new employees access to the EFS network and applications
- Assist employees with use of software - like Microsoft Office
- Assist employees with use of the Cisco phone system
- Setup new equipment - image with Microsoft OS and install applications
- Assist in overall documentation for internal and external user manuals, forms, and ensure kept up-to-date as changes occur
- Fulfilling user requests for help desk service with respect to desktop / laptop technology, phones, USB devices, wireless services, CD/DVD, other desktop / laptop connected devices
- Assisting desktop support, Tier 2, and Tier 3 resources with problem resolution
- Answers Help Desk phones and emails while communicating effectively
Qualifications for help desk coordinator
- Log and prioritize tickets based on the impact and urgency of the incident reported
- Investigate, diagnose, and resolve incidents at first contact when possible
- Resolve backlog of support requests by priority, then on a first in first out basis, providing detailed documentation and updates of troubleshooting performed
- Escalate and/or route tickets to appropriate IT Teams or team members as needed
- Ensure business defined incident SLAs are met
- Fulfill IT Service Requests on a first in first out basis, providing detailed documentation and customer facing updates of progression until the request is fulfilled
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Help Desk Coordinator Job Description
Job Description Example
Our company is growing rapidly and is hiring for a help desk coordinator. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for help desk coordinator
- Provide technical support for a wide variety of basic AV related services
- Oversee all incoming requests and ensure that all tasks are entered correctly in scheduling software
- Serve as the first point of contact for any service or technical issues encountered by the help desk
- Analyze the daily tasks of the help desk and identify any potential service issues in advance
- Oversee ECM Level 1 support, address technical issues as they arise, and escalate as necessary
- Performs weekly quality audits for entire Help Desk organization that measures both ticket and call
- Provide technical solutions and assistance, (including the use of remote tools), to record, troubleshoot, resolve or escalate, and track all Service Requests, Incidents and Problems relating to CMS’ Information and Communications Technology Infrastructure (Computers, Printers, Network, Nortel BCM Telephones, Voicemail, VoIP Unified Communications and Cellular Phones)
- Respond to users’ Telephone calls, Emails and Web submittals and provide problem resolution, diagnosis, identification of alternative solutions for critical CMS Instructional and Administrative Applications, Email and Software provide guidance for users to access and utilize all available FAQ’s training resources and other “Do-It-Yourself” materials
- Support EC, Alternative Ed and other specialized laptops by re-imaging, and providing application, software and user environment configuration, Virus removal and prevention
- Resolve access problems regarding email, network, and CMS standard web application and reset passwords and gather and process information necessary to ensure telephone, cellular and other Smart Devices assignment and support
Qualifications for help desk coordinator
- Deliver and reclaim IT hardware, peripherals, and telecomm equipment to/from various office and manufacturing locations around the Durham and RTP campuses
- Image workstations with Windows OS and software
- Perform remote software installations, desktop computer backups and desktop computer OS migrations
- Manage requests for loaner IT equipment
- Patch network ports in wiring closets
- Fulfill various system access requests