Security Guard Job – Service Desk Coordinator In Milwaukee

Overview

Position Title: Service Desk Coordinator

Company: Allied Universal

Location: Milwaukee, WI, US

Job Description

Allied Universal Technology Services is looking to hire a Service Desk Coordinator. The Service Desk Coordinator delivers consistent end to end service for assigned application and business processes. The Service Desk Coordinator improves upon existing system applications focusing on service technician availability, reliability and quality of workmanship. The Service Desk Coordinator will drive efficient incident management and problem resolution through various support solutions ensuring service is delivered in a timely fashion all in an effort to meet or exceed customer expectations.

Responsibilities:

• Provide an excellent example of customer service on all levels for the company.
• Coordinate and schedule resources for service requests of all service technicians daily/weekly as required.
• Review and manage the service request backlog as needed to ensure all SO #s are correctly prioritized, scheduled and moved through the system as desired
• Improve processes and policies in support of organizational goals
• Formulate and implement departmental procedures to maximize output
• Monitor adherence to rules, regulations, and procedures
• Check with each technician at the end of the day and note all issues requiring priority attention
• Review, revise, and annotate the proposed invoicing for the past week with the operations manager
• Preview the upcoming weeks and schedule technicians to tasks as early as possible with the project manager
• Control service inventory (both service and warehouse)
• Coordinate any planned out of town services with the technician/client/project manager
• Prepare the tech schedule for the next week. Verify that technicians are aware of any changes from their normal schedule
• RMA oversee product exchanges and returns
• Communicate with all customers via phone, email, or letter
• A monthly checkup must be done where a phone call is made to at least 5 customers to verify quality and control of their services
• Review SO #s on a weekly basis with the operations manager
• On a daily basis, manage downloader changes via customer request
• Receive workflow from Operations team for project scheduling

Requirements:

• High School Diploma, College Degree preferred
• 3 to 5-year experience in a Service environment, strong dispatching experience preferred
• Critical thinking and problem-solving skills
• Hold positive working relationships with employees and customers
• Must possess excellent written and verbal communication skills
• Must be highly organized and detail-oriented
• Excellent computer skills – Word, Excel, PowerPoint experience preferred
• Ability to use office equipment – fax, copier, scanner, etc.