Black Box · 8 hours ago
Service Desk Coordinator
Miami, FL
Full-time
Onsite
Entry Level
1+ years expBlack Box is a leading technology solutions provider, and they are seeking a Service Desk Coordinator to be the primary point of contact for clients requesting services. The role involves monitoring service desk cases, utilizing technology systems for efficient service delivery, and ensuring client satisfaction through effective problem resolution and coordination of resources.
Communications InfrastructureTelecommunications
Responsibilities
Primary point of contact for clients requesting services
Monitor service desk cases to ensure they are moving through the system toward resolution
Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities
Acquire and deploy field service operations resources (internal and staff augmentation) required to deliver client service requests with the right skills at the right location, time and cost to achieve the optimal mix and use of skills to realize the financial goals
If supporting a 24/7/365 customer, able to smoothly transfer information, outstanding issues and tasks at the end of each shift and have flexibility to cover other shifts as needed in a 24/7/365 Service Desk environment
Provide input to management related to deployment, demand, capacity and utilization obstacles
Coordinate with resource management to attain maximum utilization of deployable field service operations resources
Utilize escalation and exception paths, process and systems to report current performance and make recommendations for improvement of performance
Analyze case data to identify and implement lessons learned, efficiencies and enhanced client service
Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics
Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the products and services that Black Box supports
Meet all financial performance objectives for area of responsibility and take correction action as needed
Implement and make recommendations to improve methodologies, core competencies and processes for the service desk to ensure stable and quality products and service delivery consistent and company objectives and client expectations
Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meeting client expectations. Provide timely documentation of issues, action plan and outcome. Achieve all client satisfaction objectives and internal and external SLAs
Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day-to-day service delivery operations and the client experience
Foster and contribute toward collaborative working relationships within operations and across all levels and departments of the organization to execute service desk functions and company priorities
Achieve performance targets established by leadership for applicable Key Performance Indicators
Perform other duties as assigned by management
Qualification
Required
High School Diploma required; Associates Degree in Business, Information Technology or related, preferred
1-3 years of customer service or technical support experience
Possess an understanding of various technology solutions such as network management systems, network connectivity and security, unified communications and wireless technology preferred
Service awareness of all organization's key product and service offerings for which support is being provided
Ability to listen to and understand client requirements and individual preferences with successful track record of ability to develop creative and innovative solutions
Excellent problem solving skills with demonstrated success in root cause analysis
Demonstrated experience of continuously expanding and leveraging knowledge of technology, market and industry trends with success in identifying, recommending and implementing best practices and methodologies
Ability to work effectively across all functional groups to optimize product and service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution
Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, service delivery management tools such as ServiceNow and related cloud based technology systems
Preferred
Associates Degree in Business, Information Technology or related
Technology Services or Managed Service Provider industry experience preferred
Possess an understanding of various technology solutions such as network management systems, network connectivity and security, unified communications and wireless technology preferred
Benefits
Comprehensive Total Rewards Program
Company
Black Box
Black Box is a global leader in digital infrastructure solutions, delivering network and system integration, managed services, and technology products to Fortune 100 and top global enterprises.
1001-5000 employees
H1B Sponsorship
Black Box has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
unknown2000-06-26Acquired
Leadership Team
Sanjeev Verma
President & CEO
Barry Thorpe
Partner Account Manager
Recent News
Columbus Business First
2023-10-27
Company data provided by crunchbase