Systems Analyst - at Alexander Technology Group
Nashua, NH
About the Job
Client Services Coordinator - Alexander Technology Group - Merrimack County, New Hampshire, United States (On-site)
Alexander Technology Group is currently working with a Managed Service Provider (MSP) that is looking to hire a Client Services Coordinator to join their team.
Key Responsibilities:
Service Desk Operations:
Oversee the daily operations of the IT service desk, ensuring all incidents and service requests are resolved in a timely manner.
Monitor and manage service desk performance metrics, including response and resolution times, and ensure compliance with service level agreements (SLAs).
Team Coordination:
Coordinate and schedule the service desk team, including shifts and workload distribution.
Provide guidance, training, and support to service desk staff to improve service delivery and technical capabilities.
Incident and Problem Management:
Act as the primary escalation point for complex technical issues and service requests.
Collaborate with other IT teams to resolve incidents and problems, and ensure root cause analysis is conducted for recurring issues.
Customer Service:
Ensure a high level of customer satisfaction by maintaining effective communication with users throughout the incident and request lifecycle.
Gather feedback from users to identify areas for improvement and implement solutions to enhance service quality.
Process Improvement:
Identify opportunities for process optimization and efficiency improvements within the service desk.
Develop and maintain documentation for service desk procedures and knowledge base articles.
Reporting and Analysis:
Generate regular reports on service desk performance and present findings to IT management.
Analyze trends and patterns in service desk activity to address potential issues proactively.
Qualifications:
Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
3+ years of experience in an IT support or service desk environment, with at least 1 year in a coordination or supervisory role.
Strong knowledge of IT service management (ITSM) frameworks and best practices.
Excellent communication and interpersonal skills.
Proven ability to manage and resolve complex technical issues.
Experience with service desk software and tools (e.g., ServiceNow, Jira Service Desk).
ITIL certification is a plus.
Alexander Technology Group is currently working with a Managed Service Provider (MSP) that is looking to hire a Client Services Coordinator to join their team.
Key Responsibilities:
Service Desk Operations:
Oversee the daily operations of the IT service desk, ensuring all incidents and service requests are resolved in a timely manner.
Monitor and manage service desk performance metrics, including response and resolution times, and ensure compliance with service level agreements (SLAs).
Team Coordination:
Coordinate and schedule the service desk team, including shifts and workload distribution.
Provide guidance, training, and support to service desk staff to improve service delivery and technical capabilities.
Incident and Problem Management:
Act as the primary escalation point for complex technical issues and service requests.
Collaborate with other IT teams to resolve incidents and problems, and ensure root cause analysis is conducted for recurring issues.
Customer Service:
Ensure a high level of customer satisfaction by maintaining effective communication with users throughout the incident and request lifecycle.
Gather feedback from users to identify areas for improvement and implement solutions to enhance service quality.
Process Improvement:
Identify opportunities for process optimization and efficiency improvements within the service desk.
Develop and maintain documentation for service desk procedures and knowledge base articles.
Reporting and Analysis:
Generate regular reports on service desk performance and present findings to IT management.
Analyze trends and patterns in service desk activity to address potential issues proactively.
Qualifications:
Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
3+ years of experience in an IT support or service desk environment, with at least 1 year in a coordination or supervisory role.
Strong knowledge of IT service management (ITSM) frameworks and best practices.
Excellent communication and interpersonal skills.
Proven ability to manage and resolve complex technical issues.
Experience with service desk software and tools (e.g., ServiceNow, Jira Service Desk).
ITIL certification is a plus.
