About the Role:
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.
