Service Desk Coordinator

Safari Solutions is currently looking for a high energy, motivated Service Desk Coordinator with a competitive spirit, personal drive and track record of success. The successful candidate is expected to love technology and wow our clients. Candidates must be energetic, motivated, and self-driven. You must demonstrate the ability to multi-task, problem-solve, and think creatively to address unforeseen obstacles.

The Service Desk Coordinator is expected to be well versed across the wide variety of technologies. It is an exciting opportunity in a high paced environment.

Overview of Work Responsibilities:

• Act as the single point of contact to the customer for all types of service requests
• Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Monitor emails, phones, and monitoring systems
• Monitor resource schedules to ensure prompt time entry on service requests
• Fast turnaround of customer requests
• Perform daily follow-up for all tickets as required.
• Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Director
• Responsible for entering time and expenses as it occurs
• Provide 1st level troubleshooting on the following technologies:
  • UCaaS systems
  • End user software, hardware, and network issues
  • Wi-Fi networks
  • Windows and MAC desktop support
• Assist with documentation updates and management

Candidates Skills/Requirements:

• At least 1 year in a technical / IT customer-support role
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Able to learn or has experience in technology solutions such as desktop support, network troubleshooting, Office 365, WAPs, Wireless and other networking devices
• Basic understanding of network concepts such as TCP/IP, routing and switching, Wireless, DHCP, DNS, and VPNs
• Familiarity with Microsoft 365 and Google Apps. Ability to create and manage mailboxes and configure mail clients for each platform on different types of devices.
• Experience working with Apple and Android mobile devices
• Naturally curious and eager to take on new challenges
• Remains flexible and be comfortable with change as our business continues to evolve
• Ability to manage multiple priorities, and meet deadlines
• Ability to work under a dynamic/high pressure environment in dealing with concurrent issues effectively
• Must be able to form long term relationships with clients
• Ability to lift up to 35 pounds.