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Posted: Monday, March 13, 2017 2:37 PM

A-1 Careers is looking for a Junior IT Service Desk Coordinator for a Financial Consulting company in DTC. Junior IT Service Coordinator’s role is to provide exceptional customer service to clients calling for technical support and to deliver exceptional problem resolution, and follow through. The Junior IT Service Coordinator role will be required to document, prioritize, and escalate incidents as needed. The Junior IT Service Coordinator will be responsible for handling the entire trouble ticket process (incident management) starting with the initial request, throughout the resolution process, and ascertaining client satisfaction upon ticket completion. Responsibilities Evaluate documented resolutions and analyze trends for ways to prevent future problems. Build rapport and elicit problem details from service desk customers. Prioritize and schedule problems. Assist in the coordination and scheduling of on-site visits. Escalate problems (when required) to the appropriately experienced technicians. Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken through to final resolution. Perform post-resolution follow ups. Assist with the creation and maintenance of documentation. Reinforce service-level agreements to manage end-user expectations. Position Requirements Knowledge and Experience: Three to five years of customer service experience Exceptional written and oral communication skills Exceptional interpersonal skills with a focus on rapport building, listening, and questioning skills Knowledge of basic computer hardware and software, including Microsoft operating systems and Microsoft Office Suite Experience in documenting service requests, ticket requests and resolutions, and processes to support help desk workflow preferred Personal Attributes: Ability to conduct research into a wide range of computing issues as required Ability to present ideas in user-friendly language Highly self-motivated and able to effectively prioritize requests Proven analytical and problem-solving abilities Exceptional customer service orientation


• Location: Denver

• Post ID: 33637498 denver is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017