Helpdesk Coordinator

Duration : 6 months  contract
Location : Lincolnshire IL

Description:

IMDAS (Intelligent Mail Data Acquisition System) is a customer service organization and our customers have very specific service contract requirements and the agents are responsible for ensuring that we are managing customer expectations toward contractual compliance. 
Provide primary interface for all incoming IMDAS calls / emails pertaining to technical support provide coordination of technical resources for all severity issues 

Flexible 8 hr. shift. Hours of operation are 7:00 am to 7:00 pm (CST), 5 days a week (Monday - Friday), 365 days a year, including U.S. holidays. 

Gathers all relevant caller information and inputs information into the departmental database in a timely and accurate manner. 
Exercise multi-tasking skills when managing multiple systems and applications during customer interaction Create/Track/Route issues via Service Now and EIMS software application. 
Assists clients in installing and effectively using the product for their application. 
Identifies bugs and makes recommendations and/or enhancements based on user feedback. 
Ensures customer satisfaction by promptly answering customer requests for assistance. 
Works to achieve targeted service metrics related to average speed of answer, abandonment rates, and average inbound call length. 
Escalates cases to a Technical Advisor or Team Leader after exhausting all methods to resolve the case within the context of the customer issue. 
Completes quarterly goals on technical training and development. 
Escalates customer complaints related to fit, form, or functionality to the Quality Assurance department in a timely manner. Models corporate and departmental policies, ISO procedures, and terms & conditions of sale. 
Performs other duties as assigned. 
Maintain Departmental/Organizational service level requirements. 

AA/AS degree in Computer Science or demonstrated working knowledge of installation and configuration of personal computers or PC peripheral devices. 
1 year of technical support troubleshooting experience in a help desk environment. 
Strong PC operating system knowledge, Windows, and driver experience related to supporting hardware. 
Strong written and verbal communication skills. 

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