Our organization is dedicated to providing exceptional support and efficient operations within the electric utility supply chain. The Helpdesk Coordinator will play a critical role in managing our helpdesk ticketing system and providing first-line support for incoming requests. This position ensures that tickets are appropriately categorized, assigned, and resolved promptly. Additionally, the Helpdesk Coordinator will support our meeting room A/V systems and assist with various administrative tasks to support the Business Systems team.
Responsibilities:
1. Helpdesk Management and Support:
Manage the helpdesk ticketing system, ensuring all tickets are logged, categorized, and prioritized correctly.
Provide Tier 1 support for basic IT issues, such as password resets, software troubleshooting, and hardware setup.
Escalate more complex issues to appropriate team members or teams.
2. Ticket Triage and Monitoring:
Assign tickets to relevant team members based on the nature of the request.
Monitor ticket queues to ensure timely responses and resolutions.
Follow up with team members and users to ensure issues are resolved satisfactorily.
3. Performance Monitoring:
Track helpdesk performance metrics, such as response times, resolution times, and user satisfaction.
Generate reports on helpdesk performance and identify areas for improvement.
Implement strategies to enhance the efficiency of helpdesk operations.
4. Meeting Room A/V Systems Support:
Provide primary support for meeting room A/V systems, ensuring equipment is functioning correctly.
Assist with setting up and troubleshooting A/V equipment for meetings and presentations.
Maintain and update A/V system documentation.
5. General Administrative Functions:
Coordinate meetings, including scheduling, preparing agendas, and arranging necessary resources.
Handle travel arrangements for team members, including booking transportation and accommodations.
Perform other administrative tasks as needed to support the Business Systems team.
6. User Communication and Training:
Communicate with users to provide updates on ticket status and gather feedback.
Develop and deliver training materials for common IT issues and solutions.
Educate users on best practices for utilizing Business Systems resources.
7. Continuous Improvement:
Stay updated with the latest trends and best practices in IT support and helpdesk management.
Suggest improvements to helpdesk processes and tools.
Participate in professional development opportunities to enhance skills and knowledge.
Qualifications:
Bachelor's Degree in Information Technology, Management Information Systems, Computer Science, or similar technical coursework
1 - 3 years work or internships in a business office environment.
Required Skills:
Self-motivated and passionate about providing excellent customer service.
Detailed, organized, analytical, and committed to continuous learning.
Experienced in IT support and helpdesk operations.
Possess excellent communication and organizational skills.
Capable of multitasking and managing time effectively.