Incident Coordinator (Madison, WI)

Summary

Responsible for all daily administration tasks for Service Desk; includes administration of new and existing Service Desk customers; daily administration of documentation, phone system, ticketing system and other tasks assigned by Service Desk management. 

This position is required to be on-site in Madison, WI.

Essential Duties and Responsibilities

• Generates customer phone and incident reports on daily, weekly and monthly basis or as requested by customer.
   

• Monitors Service Desk customer ticket and email queues to ensure responses are within Service Levels.
   

• Creates and/or updates documentation for new or existing customers in coordination with Service Desk manager; includes process oriented and technology support documentation.
   

• Helps the Service Desk staff on as needed basis or as coverage dictates.
   

• Provides a high level of customer service  by ensuring it is executed by all level 1 agents.  Inspects ticket quality, notes, SOP, and summary reports to SDM and Supervisor.
   

• Supports the response and coordination between both the customer and internal agents.  Facilitates and leads resolution of complex problems and strive for problem prevention.
   

• Provides KB Support to maintain the tools, processes, skills, and rules that the support technicians need to handle incidents efficiently.
   

• Drives and monitors processes regarding submission request. Creates workflows on both ticket & incidents to ensure proper closure rates.
   

• Provides ticket escalation updates and summaries to Service Delivery Managers and Supervisors.  Trains agents to manage complex issues and ensure they are well equipped with necessary tools.
   

• Supports continual service improvement within the management process. Contributes to project, initiatives and workstreams led by both the client and Logicalis Team members.
   

• Some local travel required as the client has 3 locations within a campus environment that will require support.
   

• Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
   

• Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
   

• Supports and conducts self in a manner consistent with customer service expectations.

Supervisory Responsibilities
                     

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience/Technical Requirements/Certifications                       

Equivalent combination accepted.

   Education:

•   Trade School Certificate or Associate Degree in related field.

   Experience / Technical Requirements

• 2 years’ experience in call center or helpdesk environment.
   

• Proficient use of all Microsoft Office applications.

   Certifications

• None

Other Skills and Abilities    

• Strong technical and customer interaction skills.
   

• Self-starter with excellent organizational, administrative and interpersonal skills.
   

• Ability to follow through with tasks, projects, and troubleshooting with minimal supervision.
   

• Outstanding oral, written, technical, and business communication skills.
   

• Superb customer service skills.
   

• Ability to multi-task and work in fast paced environment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms.  The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.

The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.

Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance.   We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, gender, sexual orientation, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.

Salary: $42,062 - $50,000/yr.