Service Desk Coordinator (81697)
Waltham, MA

Job Description

Service Desk Coordinator (81697)

in Waltham, Massachusetts

Job Description

NWN is recognized as a leading national Cisco partner and a leader in the IT services industry. NWN holds many awards and elite certifications from Cisco, AWS, HP Inc., HPE, VMWare, NetApp, Dell-EMC, and Microsoft. With over 500 employees across the U.S. the company is on a fast track to even greater success. If you're a top performer looking for a new opportunity we want to talk to you!

NWN is looking for a Service Desk Coordinator to join our team in Waltham, MA. This is a full time position with full benefits.

This shift covers Monday - Friday, 1:30 PM - 10:00 PM.

The scope of essential job responsibilities includes but is not limited to:

* Work with end-users to understand, triage, and repair their issues.
* Log in/out of phone system at beginning/end of shift and maintain "Ready state in phone queue.
* Troubleshoot/resolve end-user issues via phone and remote management tools.
* Create, escalate and close cases within dictated Service Level Agreements.
* Communicate and share issue resolution in a customer oriented fashion.
* Creates, maintains, and adheres to documentation for knowledgebase.
* Provide customer satisfaction in the area of desktop services in a timely fashion.
* Diagnose technical issues in association with end user devise and/or software using authorized tools and follows documented policies and procedures.
* Works in an environment of multiple shifting priorities.

The scope of additional job responsibilities includes but is not limited to:

* Perform other duties as directed.
* Maintains safe work environment by following company codes, standards, and legal regulations.
* Enhances department and organization reputation by accepting ownership for accomplishing new and
* different requests; exploring opportunities to add value.
* Maintains customer rapport by listening to and resolving concerns, answering questions.

The successful candidate for this position will meet these minimum requirements:

* 0-2 years of work experience.
* Understanding of basic operating systems and desktop hardware.
* Able to present point of view.
* Manages different audience needs with a customer-focused orientation.
* This individual works effectively in both a small team environment as well as a part of a larger team.
* He/She demonstrates strong interpersonal skills as well as technical troubleshooting skills.
* Ability and desire to quickly learn new technologies and concepts
* Travel may be required.
* Work a flexible work schedule including nights, weekends, and holiday shifts
* Strong oral and written communication
* Strong interpersonal skills
* Ability to work well in a team environment

The following qualifications are ideal, but not required:

* Certificates from Microsoft, Cisco or technology companies strongly desired.

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