Job Description :

Service Delivery Coordinator

Atlanta, GA 30328

We're looking for a Service Delivery Coordinator with 4+ years of experience for a great contract to hire opportunity in Atlanta, GA.

As the Help Desk Technician, your primary responsibility is to provide exceptional technical support, through multiple communication channels. We need someone who can communicate positively while resolving complex technical issues effectively and efficiently. Our workplace is where you will sharpen existing skills and develop new ones around new technology as it emerges.

As the Service Delivery Coordinator, you will:

Serve as the first point of contact for internal and external customers over the phone, instant message, email or through the service portal

Perform remote troubleshooting through diagnostic techniques and pertinent questions

Log all contacts and requests in the service desk tracking tool and either resolves or assigns to appropriate support team

Determine the best solution to a problem based on the issue and details provided by customer

Walk the customer through the problem-solving process both in-person or remotely

Direct unresolved issues to the next level of support personnel

Provide accurate information on company IT and other products and services

Record events and problems and their resolution in logs

Proactively follow-up and update customer status and information

Pass on any feedback or suggestions by customers to the appropriate internal team

Identify and suggest possible improvements on procedures

Generate reports on various monitoring systems for management

Monitor critical IT systems and alert on any issues identified to IT support and management

Job Requirements for Service Delivery Coordinator:

4+ years of experience as an IT help desk technician or other customer support role

Bachelor's Degree in IT, Computer Science or relevant field or experience

Strong Jira experience preferred, or strong experience in another ticketing system

Availability in the office during normal business hours and for remote support after hours

Availability to drive to remote clients in the Atlanta area when directed

Tech savvy with working knowledge of office automation products, databases and remote control

Good understanding of computer systems (Microsoft and Mac), mobile devices (iOS, Windows Mobile, etc and other tech products

Ability to diagnose and resolve basic technical issues

Excellent communication skills

Customer-oriented, helpful and cool-tempered