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Help Desk Coordinator

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Job Description: Candidate will start out doing password resets, and the responsibilities will grow. This person should be willing to be on the phone most of the day assisting with access issues.

Provide support for calls, email, and web submits to ensure all interactions are timely and professional. Provide support to employees who use the company's various computer and communications systems. Maintain records on user problems and provide information to users on resolution status. Communicate to users and publish to the Enterprise Computing Help Desk website the status of any system outages, as needed. Proactively contact customers when production processes are significantly delayed or may impact their ability to complete a business function on time. Participate in the creation and ongoing maintenance of documentation ensuring that clear, concise and accurate information is readily available to assist with problem resolution. Attain and maintain proficiency on all tools and processes associated with supporting our production environment. Provide technical assistance to companion work groups in support of projects and maintenance ensuring good inter-departmental relations. Understand and follow department and division policies and procedures. Demonstrate the ability to prioritize tasks and manage your time effectively. Identify second and third level problems and refer them to appropriate organizations or individuals for resolution. Ensure that problems are escalated to management for additional attention according to duration and severity. Make process improvement suggestions, as needed. Other duties as assigned by the Manager, Enterprise Computing Held Desk.

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