$40-50K

Help Desk Coordinator

Oversee the Help Desk staff and ensure end users are receiving the appropriate assistance. This includes managing all procedures related to the identification, prioritization, and resolution of end user help requests and the monitoring, tracking and coordination of Help Desk functions.

Requirements:

• BBA or BS in Information Systems; other post-secondary education considered with relevant experience
• A minimum of 2 years service management experience in an IT intensive service organization
• Proven ability to develop and interpret technical documentation for training and end user procedures
• Advanced working knowledge of personal computer software packages (e.g. Microsoft Office for Windows), as well as demonstrated understanding of operating systems, relational database design and operation, query tools, reporting tools, and decision support tools
• Working knowledge of TCP/IP, ERP, security protocols, secure communication options, and HTML options for communication, database management, and storage
• Strong communications skills; oral and written
• Strong interpersonal skills with a focus on customer service
• Demonstrated problem solving and analytical skills
• Strong negotiation and presentation skills

Responsibilities:

Administrative/Management
• Coordinate on-call schedules for technical staff providing after-hours support
• Ensure the Help Desk team has appropriate skills, are appropriately cross-trained, and are continuously upgrading their training and technical knowledge
• Review training and administer training feedback mechanisms; integrate changes in curriculum and/or courses

Communication, Technology, and Application Infrastructure
? Day-to-day management of the Help Desk environment while introducing elements of ITIL for a customer service focused organization:
• Ensure Tier I and Tier II technical service calls are resolved in a courteous, timely and effective manner
• Communicate software problems and issues to software development and support teams
• Establish and enforce Help Desk service levels agreements in consultation with end users

Information Management
? Responsible for ensuring day-to-day data integrity and quality
• Record, track, and document the Help Desk request problem-solving process through to final resolution
• ITIL/ITSM Incident, Problem, Error Management processes
• Oversee the development of knowledge bases and frequently asked questions resources
• Ad hoc data reporting as required

For more information about this opportunity contact:

Help Desk positions / job opportunities in the Chicago area.