Service Desk Coordinator

Key Functions:

• Work with customers for all calls, emails, and walk up requests; Clearly, thoroughly and accurately document all pertinent information, including full details of the nature of the problem or request, categorization, prioritization and callers’ correct information. Resolve incidents and service requests where possible and practical. Follow up with service providers and internal escalation points to ensure effective and timely resolution in accordance with service level targets. Recommending, configuration, installation, maintenance and training of end user technology (such as personal computer, laptop, smartphone, mobile workforce devices, etc.) and software.
• Establish and implement a standard customer service experience for all customers. Brand the Service Desk with scripts for phone calls, templates for emails and announcements and the overall tone of the customer interactions.
• Create, maintain and disable user accounts and groups across email, proprietary software and phone systems including requests for password resets, hardware diagnostics, desktop releases and updates across peripherals
• Purchase minor equipment, with approval from the IT manager and assist with invoicing for assigned vendors throughout each quarter.
• Maintains skills as technology and implementations evolve and as Menninger Clinic adds and expands its service offerings

Education: Required: Bachelor’s degree in MIS, CS , Communications or Business.

License/certification: Preferred: CompTIA A+,CompTIA Network+, CompTIA Security+, Cisco Certified Entry Networking Technician (CCENT), Cisco Certified Network Associate (CCNA), Microsoft Certified Solutions Associate (MCSA), ITIL V3 Foundations (IT Service Management), VMware Certified Associate (VCA), Help Desk Institute Customer Service Representative (HDI-CSR)

Experience: Required: 2+ years’ experience with IT Service Desk triaging, customer service, and operational or project coordination.

Preferred: Healthcare experience preferred.