Description review
Service Desk Coordinator
Military, Veterans and Diverse Job Seekers · United States · back to the listing
HR standards
44/100
poor
Title ↔ description
69/100
needs work
Reads as
Unclear
no confident match
What this role officially is
customer service representative — ESCO, the EU occupation classification
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Also known as: customer complaints handler, customer feedback representative, customer experience manager, assistant customer service representative, graduate customer service representative, information office worker
How others title the same work
Large employers
- Analista de Customer Service, Delivery Station Customer Support Amazon.com
- Bilingual Technical Customer Support, Ring, Ring Amazon.com
- Happiness Engineer – Customer Support & Success Automattic
- Support Engineer, WordPress VIP Automattic
- Cloud Support Engineer Canonical
Startups
- Customer Success Associate Aqua
- Customer Service Manager Cityfurnish
- Client Support Specialist (Healthcare Facilities - B2B) Clipboard
- Customer Support Engineer (Product / Technical Support) Cogram
What the listing never says
- 20 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No section describes what the person would actually do. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
- No location or timezone policy stated, so a candidate cannot tell where they may work from. Scope clarity
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
Essential Functions:
• Functions as the part of the Districts IT Service Desk team assisting end users to perform troubleshooting and resolution of computer equipment and desktop software problems as they occur.
• Documents all reported system problems for the purpose of submitting statistical report. Uses existing Service Desk Software to record and report information such as time of first response, timing of escalations, time of final resolution, and time of problem follow up.
• Determines problems that can be resolved immediately and personally or directs problems to the appropriate entities for resolution.
• Coordinates with those to whom the problem has escalated to ensure expedience in addressing and resolving the problem.
• Ensures daily distribution of summary reports to department staff that outlines problems currently unresolved.
• Assists with software license agreements and monitors their distribution.
• Monitors computer room environment to ensure servers are kept functional and reports all problems to supervisor.
• Maintains security access as requested via User Registration Forms.
• Maintains security forms and inventory of hardware and software and their related assets tracking.
• Installs new hardware and software when necessary.
• Coordinates printer troubleshooting.
• Daily replaces tapes in weekly backup cycle.
• Coordinates offsite storage and retrieval of backup tapes.
• Performs various special projects as directed.
• Emergency duty may be required of the incumbent that includes working in Red Cross shelters or to perform other emergency duties including, but not limited to, responses to threats or disasters, man-made or natural.
Education:
• High School diploma or G.E.D. required. Associate's degree with coursework emphasis in computer science, information systems, or closely related field preferred.
Experience:
• One (1) to three (3) years progressively responsible experience in supporting and troubleshooting applications as well as end user needs required.
Certification:
• A+ certification preferred.
Licensure:
• Valid Florida Driver's License required.
Training:
• MCP, A+, Network+ training preferred.
Originally posted on Himalayas
• Functions as the part of the Districts IT Service Desk team assisting end users to perform troubleshooting and resolution of computer equipment and desktop software problems as they occur.
• Documents all reported system problems for the purpose of submitting statistical report. Uses existing Service Desk Software to record and report information such as time of first response, timing of escalations, time of final resolution, and time of problem follow up.
• Determines problems that can be resolved immediately and personally or directs problems to the appropriate entities for resolution.
• Coordinates with those to whom the problem has escalated to ensure expedience in addressing and resolving the problem.
• Ensures daily distribution of summary reports to department staff that outlines problems currently unresolved.
• Assists with software license agreements and monitors their distribution.
• Monitors computer room environment to ensure servers are kept functional and reports all problems to supervisor.
• Maintains security access as requested via User Registration Forms.
• Maintains security forms and inventory of hardware and software and their related assets tracking.
• Installs new hardware and software when necessary.
• Coordinates printer troubleshooting.
• Daily replaces tapes in weekly backup cycle.
• Coordinates offsite storage and retrieval of backup tapes.
• Performs various special projects as directed.
• Emergency duty may be required of the incumbent that includes working in Red Cross shelters or to perform other emergency duties including, but not limited to, responses to threats or disasters, man-made or natural.
Education:
• High School diploma or G.E.D. required. Associate's degree with coursework emphasis in computer science, information systems, or closely related field preferred.
Experience:
• One (1) to three (3) years progressively responsible experience in supporting and troubleshooting applications as well as end user needs required.
Certification:
• A+ certification preferred.
Licensure:
• Valid Florida Driver's License required.
Training:
• MCP, A+, Network+ training preferred.
Originally posted on Himalayas