The Incident Coordinator provides the first level of technical implementation and project management support related to a managed service to offer focused on help desk ticket management. The position of Incident Coordinator requires an innovative, enthusiastic, organized individual who is highly technically competent regarding help desk activities, ticket aging, prioritization and problem resolution. Knowledge of systems, procedures and processes in support of complex Managed Solution engagements is critical. The successful execution of the position of Incident Coordinator results in a high degree of customer satisfaction, to advance the position of the entire outsourced solution and to build process improvement and implement improved practices.
Directs, coordinates team objectives and escalates help desk tickets to appropriate tier support staff, trends and process improvement – 50%
Provides best practice implementation, builds vendor relationship and manages overall support of the help desk initiative. – 20%
Develops/maintains product/service expertise. – 10%
Serves as customer advocate within vendor organization. – 10%
Performs and assists in developing training initiates for the help desk team to also assure that the field team is up to date on certifications and troubleshooting techniques. – 10%
Conducts staff assessments and reports functional area metrics to Program Manager.
Provide process documentation to support operational procedures.
Two or four years of College resulting in a Associates of Bachelor’s Degree or equivalent
EXPERIENCE / BACKGROUND
3 to 5 years
SPECIAL KNOWLEDGE / SKILLS / ABILITIES
Demonstrates Strong knowledge of help desk toolsets and call tracking systems
Models excellent communication and interpersonal skills to mentor peers
Determines root cause analysis of chronic issues.
Proficient user of MS Office Suite, Windows OS, Outlook, Google Chrome, and Internet Explorer