Responsible for managing incoming service requests, prioritizing tickets, and dispatching technical resources to ensure timely resolution of IT issues. Contact customers for onsite work, and schedules technical staff as needed. Acts as the first point of contact for internal and external customers, maintaining professional and clear communication.
Essential Duties
Monitor ticketing system and assign tasks to appropriate technicians.
Communicate with clients regarding status updates and scheduling
Maintain accurate records of service requests and resolutions
Collaborate with Help Desk team to meet SLA targets.
Escalate complex issues to senior technical staff when necessary.
Schedule resources for onsite visits, installations and projects.
Education and Experience
High School diploma or equivalent, IT related coursework preferred.
1+ years in a customer service or technical support environment.
Skills
Strong organizational and multitasking abilities.
Excellent verbal and written communication.
Familiarity with IT ticketing systems and basic troubleshooting.
Physical/Other Requirements
Ability to sit or stand for extended periods.
Frequent use of computer and phone systems.