Help Desk Coordinator

General Summary

Our core focus at Skycomp is to provide a worry-free experience for our clients and to give back to our community. We are searching for a self-motivated, and super organized Help Desk Coordinator to join our team.

The successful candidate would be responsible for coordinating and providing general assistance to the service department in a busy office environment. This candidate has basic technical knowledge and needs to be highly skilled at multi-tasking. The successful candidate will need to be able to think and adapt quickly, as daily priorities and client needs rapidly change.

Primary Responsibilities

· Deliver fanatical customer service to clients from many different industries

· Reviewing open tickets on service boards and prioritizing client needs

· Triage all incoming tickets through the ticketing system, as well as answering phone calls, creating tickets, and supporting or escalating as needed

· Respond to customer inquiries and provide customers with updated information regarding their orders, and open tickets

· Scheduling and dispatching technicians to complete service tickets via phone, or onsite, according to customer requests and specifications, while adapting to rapidly changing priorities

· Relaying information between staff and clients via phone or email and forwarding any inquiries

· Conferring with customers and supervising personnel to address questions, problems, and requests for service or equipment

· Work with vendor support on behalf of our clients to ensure their support issues are resolved

· Be able to retain staff and customer details

· Create or update service documents

· Perform general office duties as required

Expected Results

This is a support role to the service team requiring great attention to detail, as the Help Desk Coordinator will work side by side with management, and the computer technicians, to provide exceptional IT services and customer focused processes.

Excellent organizational and time management skills are essential to this role, as well as having exceptional phone skills. The ideal candidate must have extensive knowledge of the MS Office applications (Outlook, Word, and Excel), have a well-honed ability to take initiative, and work well with a wide range of internal and external stakeholders. The ideal candidate will also be professional, insightful, tactful, and able to adapt to rapidly changing priorities.

Credentials and Experience

· 1-2 years of relevant study and diploma preferred, but relevant work experience can be a substitute

· Proficient in MS office suite, (Word, Excel)

· Demonstrate fanatical customer service skills, problem solving, analytical skills

· Excellent interpersonal and written/verbal communication skills (Phone, Email)

· Strong organizational and time management skills

· Able to prioritize work and multi-task

· Ability to work independently and as part of a professional team

Why Choose Skycomp?

Below are some of the additional perks Skycomp has to offer their valued team members:

· A comprehensive health benefits plan for the employee and their family

· A RRSP and/or TFSA matching program

· Quarterly bonuses

· Continued training and education

· Various internal contests and rewards

· Team building events, outings and more!

Be sure to check out the following links for more information!

https://www2.skycomp.ca/go/recruitment

https://www2.skycomp.ca/go/social

Job Types: Full-time, Permanent

Salary: From $18.00 per hour

Flexible Language Requirement:

• French not required

Schedule:

• Day shift
• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus pay

Application question(s):

• Do you live in the Niagara Region? This is strictly an in-office position.
• Do you have a personal email we can use to reach out for next steps of the interview process? Please leave below.

Work Location: In person