Help Desk Coordinator
20 hours ago
Vectrus is a dynamic and innovative company that values diversity and inclusivity in the workplace. As a leading provider of IT services, we are committed to delivering exceptional customer experiences through our talented team members.
Key Responsibilities- Lead by Example: Demonstrate strong leadership skills and provide guidance to Service Desk Seniors and Technicians in a fast-paced environment.
- Excellent Communication: Provide effective phone, desk-side, and email support to customers, ensuring excellent service in addressing questions, complaints, and requests.
- Process Improvement: Ensure compliance with PWS and all applicable SOPs, PIOPS, and IOPS, while maintaining the reliability, completeness, and accuracy of the CMMS database.
- Team Collaboration: Collaborate with cross-functional teams to drive business results and improve processes.
- Strategic Planning: Develop and implement strategies to achieve business objectives and enhance customer satisfaction.
- Education: High School Diploma or equivalency; some college courses in business or related field preferred.
- Experience: At least five (5) years of experience in direct customer service communications, with approximately two (2) years of work in a Service Desk or Customer Service environment.
- Skills: Strong interpersonal and negotiation skills, ability to work effectively in a team environment, and a positive service-oriented attitude.
- Supervisory Responsibilities: Direct oversight of Service Desk Seniors and Service Desk Technicians.
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