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Service Desk Supervisor

DominionTech, Inc. Williston, VT

  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Why DominionTech? Join us if you feel empowered by growth, new challenges, and a strong desire to succeed and improve every day! We believe that when you work hard, reward comes easily. We want technology to work for companies, not against them, and are committed to driving a proactive approach. Innovate, grow, and succeed with us!

 

Position: Service Desk Coordinator

Department: Service Desk

Reports to: Service Delivery Manager or CEO

 

Job Summary:

The Service Desk Coordinator (SDC) serves as the process rockstar for the Service Desk team to ensure that all client reactive issues are met by DominionTech Standards and that the team is energized and poised for success. The SDC will be responsible for maintaining workflows and adhering to processes to drive results for the entire Service Desk team and will be motivated to provide innovative and strategic ideas for department improvement.

Responsibilities:

  • Receive, document (create a quality ticket), and respond to incoming client requests based on established response times for success.

  • Continuously evaluate and adjust Service Delivery boards for team members of the team to keep tickets flowing properly and oversee management of all service incidents to resolution

  • Lead and communicate documentation and delegate to the team when it is necessary to update or create documentation for clients

  • Triage, work, and close entry level tickets when possible

  • Identify and execute solutions for chronic ticket problems and recurrences

  • Prioritization and management of service incidents

  • Effective use and execution of communication tools for both clients and internal use for maximum efficiency (including pager on call SOP, receptionist services, etc.)

  • Creating standardized templates and ensuring the team is utilizing the correct processes and procedures.

  • Find ways to improve processes to increase efficiency and/or customer satisfaction

  • Regular time entry and service ticket updates

  • Cross-Departmental communication to drive productive outcomes and efficiencies across all Service Delivery areas

  • Embody the Agile Service Delivery process throughout the Service Desk Team & present ways to improve the process regularly

  • Product ordering & receiving

Qualifications:

  • Desire for regular evolution & improvement

  • Advanced computer user – the ability to leverage software for automation and reporting

  • Understanding of technology and its role in a business environment

  • Detail Oriented

  • Self-motivated

  • Goal-oriented

  • Excellent communicator both verbal and written

  • Time management skills that allow you to effectively manage multiple tasks and initiatives simultaneously

Company Description
At DominionTech we think it is critical that when the company wins, the team benefits. We provide robust health insurance options while keeping the costs low for our team members. Additionally, we have a matching Retirement Program (401k), Wellness reimbursements, Long Term & Short Term Disability, Life Insurance, generous vacation, and sick time to name a few of our benefits.
If you think you have what it takes to work with Vermont’s elite technology and cloud consulting company, you are encouraged to apply!

DominionTech, Inc.

Why Work Here?
Great benefits & great team! One of the 2021 Best Places to Work in Vermont!

At DominionTech we think it is critical that when the company wins, the team benefits. We provide robust health insurance options while keeping the costs low for our team members. Additionally, we have a matching Retirement Program (401k), Wellness reimbursements, Long Term & Short Term Disability, Life Insurance, generous vacation, and sick time to name a few of our benefits. If you think you have what it takes to work with Vermont’s elite technology and cloud consulting company, you are encouraged to apply!

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Address

186 Allen Brook Lane Williston

Williston, VT
USA

Industry

Business

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