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Help Desk Service Coordinator

Why Work For RMM Solutions?

RMM Solutions is an experienced value-added re-seller, who has been in business, as a profitable and progressive entity for over 24 years. We pride ourselves on our resources and ability to adapt to our customers changing needs, maintaining long and great relationships with our customers, both internally and externally. We are currently experiencing excellent growth and are seeking some very technically dynamic individuals to capitalize on the opportunities that our customers and partners are presenting us.

Our unique consultative approach is rare in an industry that tends to push product before fully understanding the complex needs and goals of the client. We go to great lengths to assess current IT environments, recommend both hardware and software solutions married perfectly to a business' aspirations, and then provide dependable and intelligent support to ensure that technology continues to serve its intended purpose, quietly yet powerfully. Our teams are specialized and trained in all our product offerings. While serving our clients, we strive to live out our core values of teamwork, character, service, attitude and professionalism, intertwining them in all aspects of our sales and service delivery, resulting in a terrific culture to be a part of.

Job Details

This successful candidate will need to thrive in a fast-paced, team environment and does not shy away from a challenge. The ideal candidate should understand and appreciate the importance of great customer service and enjoy working with clients. This candidate should be a self-starter with a high-level of initiative and strong communications skills, both written and verbal. The Help Desk Service Coordinator should be comfortable taking phone calls throughout their shift, sending email communication and communicating with teammates in person and via chat. This position requires someone who can balance the many priorities coming in from clients, the various requests from outside departments, and calendars of our Help Desk technicians on a daily, even hourly, basis to ensure they are staying on track and priories/expectations are being met. The ability to adapt, multi-task and stay consistent are necessary.

Service Coordinator

Responsibilities/Duties

  • Demonstrate attention to detail and excellent customer service skills
  • Self-starter with the ability to perform with little or no supervision
  • Function collaboratively as part of a fast-paced, client-oriented team and be able to work with a variety of personalities
  • Monitor assigned service boards and tickets per defined procedures
  • Answer incoming phone calls from clients, vendors and other personnel
  • Create, triage and dispatch tickets in ConnectWise based on client request and team availability
  • Monitor team schedules within ConnectWise to maintain SLAs and ensure tickets are being worked in the order they are scheduled
  • Communicate with clients via phone, email, instant chat and ticket/ticket notes regarding ticket status, availability, schedule changes or as needed/ requested
  • Review open tickets to ensure information is accurate and appropriate technical resource is assigned
  • Confirm and schedule onsite and firm appointments based on client request and team availability
  • Monitor phone queue to ensure appropriate coverage based on availability of team
  • Review tickets in "completed" status to ensure accuracy prior to ticket being closed 
  • Send daily communication via email regarding team schedules

Preferred Qualifications

  • Associate degree in related field and/or three-years of equivalent work experience or equivalent combination of both required
  • Knowledge of email, internet, spreadsheet and word processing software preferred
  • There may be a requirement to work outside normal business hours

Physical Requirements

  • Ability to work inside (office) for long periods of time
  • Able to lift light weight (30lbs)
  • Frequently is required to sit for extended periods of time and use hands to operate computer keyboard, telephone, and basic office equipment
  • While performing the duties of this job, the employee is regularly required to talk and hear
  • Ability to drive company owned or personal vehicle
  • Ability to effectively speak, read, and write English
  • Vision abilities include: Close, distance, color, peripheral, depth perception and ability to adjust focus

Mental Requirements

  • Reading, Writing, Calculating
  • Social interaction skills
  • Reasoning/Analysis
  • Works with minimal supervision
  • Ability to define problems, collect data, establish facts and draw valid conclusions

Travel Requirements

  •  No travel required 

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