IT Service Desk Coordinator

Location: 43 Western Boulevard, Glastonbury, CT
Type: Full Time
Reports to: Service Desk Supervisor

We are looking for an amazing customer-centric IT Service Desk Coordinator. This role is responsible for the daily dispatch of service requests by both monitoring and managing incoming client requests. This includes the assignment of service tickets, escalations, status updates, daily ticket reviews, along with client and staff follow up. The ideal candidate must be an effective communicator, well organized and able to multitask. This position requires external customer interaction, so communication and customer service skills are extremely important. A successful Service Desk Dispatcher will become a very valuable and contributing part of the Kelser culture.

If you’re energetic and seek to work with a dynamic forward-thinking IT services company, please submit your resume and cover letter to careers@kelsercorp.com

Responsibilities

Communicate with clients and staff to effectively schedule service tickets.
Maximize schedule efficiency and effectiveness of technical support staff.
Schedule equipment or software installation.
Review/prioritize support requests.
Ensure that the right resources are assigned, that they have the appropriate information, time allocated, and any other resources required to do the job.
While managing the schedule and/or rescheduling of any activities required to resolve tickets, also review the root cause behind any resolution delays, assignment rescheduling, etc. to ensure efficient work and timely issue resolution.

Schedule routine pre-scheduled activity, on-demand requests, and emergency requests.
Coordinate rescheduling as needed.
Track and monitor staff location and availability.
Improve customer service, perception, and satisfaction.
Escalate service requests that cannot be scheduled within agreed service levels.
Report the utilization of technical support resources and successful completion of service requests to the Service Desk Supervisor.
Enter all work as service tickets into the management tool.
Other duties as assigned.

Skills/Qualifications

Ability to work in a team and communicate effectively.
Ability to multi-task and adapt to changes quickly.
Technical awareness: ability to match resources to technical issues appropriately.

What We Offer You

Medical/Dental/Eye Care Insurance
Open Paid Time Off
401(k)
Hybrid Schedule (3 days in office, 2 days remote)
Profit-Sharing
Short Term/Long Term Disability Insurance

Free Parking
Life Insurance
Paid Holidays
Employee Purchase Program
Free Coffee
Personal and Professional Development
Collaborative Workspace

Kelser Overview

The Kelser team works with integrity and enthusiasm to provide each client with the highest quality product and experience.

We’re a team of biznologists who bring boundless enthusiasm, technical curiosity and genuine concern for the success of our clients to each engagement.The title reflects what we know to be true: you can’t have technology without understanding the business framework in which it operates. Together, we’re creating a world of energized relationships and shared prosperity. If that’s how you like to work, come join us. Our team’s energy creates an enthusiastic and engaging workspace. We rely on a continuous infusion of innovative and creative ideas providing everyone the opportunity to use their individual skills and abilities to guide our clients through the numerous IT challenges they encounter on a daily basis.

Kelser empowers each employee to make an impact every day by living our values. Hard work is not only appreciated but rewarded. As a result, we have achieved high employee retention and development. Many employees have been with Kelser for more than 20 years.

The Kelser team works with integrity and enthusiasm to provide each client with the highest quality product and experience. Kelser cares about what's best for its clients and understands that excellence starts with each staff member. Kelser continues to provide the highest level of satisfaction to all business relationships while continuing to grow in expertise with the incessantly emerging technology environment.

Kelser Corporation is an equal opportunity employer.