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Career
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Service Desk Incident Coordinator2

Service Desk Incident Coordinator

Arraya Solutions is looking for a Service Desk Incident Coordinator to join our Managed Services team! As the Service Desk Incident Coordinator, you will be responsible for ensuring incidents are identified and categorized correctly, initial triage is performed, relevant information is gathered, and unresolved issues are escalated properly according to SLA guidelines. The Service Desk Coordinator works with members of the Managed Services Team to bring timely resolution to incidents.

Responsibilities

  • Assigns incidents to Support Technicians or Groups
  • Works with Service Desk team to ensure proper recording and triage of incidents
  • Communicates back to customers on major incidents notifying when systems have recovered, or services restored
  • Monitors incident/request queue volume and manages workloads to ensure that Service Level and Operational Level Agreements are met
  • Identifies and documents potential problems and/or increasing trend of repetitive incidents

Requirements

  • 3+ years of experience in a systems administration position or similar type of position
  • 5+ years of technology experience in Customer Service, Incident and Problem Management, and strong understanding of ITIL and incident management practices
  • Strong working knowledge of end-user client hardware, including PC workstations, office peripherals, Android/iOS smartphones and tablets; client software, including Windows operating systems (Windows 7 and up), Office 365 on-premises and cloud-based workloads (Exchange Online, SharePoint Online, OneDrive and Teams), and Office applications (Word, Excel, PowerPoint, Outlook)
  • Fundamental understanding of technologies including networking, infrastructure, MS cloud, and cyber security
  • Fundamental understanding of networking topographies and technology
  • Experience managing incidents and problems in one or more enterprise class ITSM platforms (ServiceNow, BMC Remedy, SolarWinds, ManageEngine, Kaseya)
  • Experience with network monitoring tools, technologies, and processes
  • Demonstrated ability to manage multiple queues in a fast-paced environment
  • Strong communication skills a must

Job Type & Expectations

  • This is a full-time position, (40) hours/week
  • Work is performed in a 24×7 operations environment
  • Must be available to work weekends and holidays as needed

If you want to work in an exciting, fast-paced environment with an opportunity for learning and development, please reach out to us today! Send your cover letter and resume to hiring@arrayasolutions.com or CLICK HERE to apply!