Black Box

1 week ago

Service Desk Coordinator

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Provide front-line client support by handling initial requests through phone, email, and web portal, validating clients, creating and prioritizing cases, and routing issues to the right remote or field resources. Coordinate Move/Add/Change (MAC) services and break-fix requests, manage service desk workflows toward resolution, and work with resource management to deploy skilled field resources. Use service delivery tools (e.g., ServiceNow) and analytics to improve performance, SLAs, and client satisfaction.

Location: Miami

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Serve as the primary point of contact for clients requesting services and resolve cases from initial contact through completion.
•Monitor service desk cases to ensure progress toward resolution, using service delivery management systems and tools.
•Create, validate, and prioritize client cases, then route them to appropriate remote or field resources.
•Coordinate Move/Add/Change (MAC) services and break-fix cases, working with resource management to acquire and deploy the right field resources.
•Support a 24/7/365 environment as needed, provide performance input to management, and analyze case data to improve efficiencies and SLA performance.

Key Requirements

•High School Diploma required; Associates Degree in Business, Information Technology, or related preferred.
•1-3 years of customer service or technical support experience; Technology Services or Managed Service Provider industry experience preferred.
•Understanding of network management systems, network connectivity and security, unified communications, and wireless technology.
•Service awareness of the organization’s key product and service offerings supported.
•Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, and service delivery tools such as ServiceNow.

Experience:1-3 years

Education:High School in Business, Information Technology

Skills:Customer focusProblem solvingCritical thinkingInterpersonal communicationDocumentation

Tech Stack:MS OfficeWordExcelPowerPointOutlookSharePointERPServiceNowNetwork management systemsUnified communicationsWireless technologyWeb portal

Company Brief

Black Box

Provides technology infrastructure and managed IT services for enterprises, including network connectivity, data center solutions, collaboration/AV systems, and managed security and support services.

Industry: Professional Services

Headquarters: Pittsburgh, United States

Founded: 1976

Website

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Black Box

1 week ago

Service Desk Coordinator

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Miami

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Serve as the primary point of contact for clients requesting services and resolve cases from initial contact through completion.
•Monitor service desk cases to ensure progress toward resolution, using service delivery management systems and tools.
•Create, validate, and prioritize client cases, then route them to appropriate remote or field resources.
•Coordinate Move/Add/Change (MAC) services and break-fix cases, working with resource management to acquire and deploy the right field resources.
•Support a 24/7/365 environment as needed, provide performance input to management, and analyze case data to improve efficiencies and SLA performance.

Key Requirements

•High School Diploma required; Associates Degree in Business, Information Technology, or related preferred.
•1-3 years of customer service or technical support experience; Technology Services or Managed Service Provider industry experience preferred.
•Understanding of network management systems, network connectivity and security, unified communications, and wireless technology.
•Service awareness of the organization’s key product and service offerings supported.
•Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, and service delivery tools such as ServiceNow.

Experience:1-3 years

Education:High School in Business, Information Technology

Skills:Customer focusProblem solvingCritical thinkingInterpersonal communicationDocumentation

Tech Stack:MS OfficeWordExcelPowerPointOutlookSharePointERPServiceNowNetwork management systemsUnified communicationsWireless technologyWeb portal

Company Brief

Black Box

Provides technology infrastructure and managed IT services for enterprises, including network connectivity, data center solutions, collaboration/AV systems, and managed security and support services.

Industry: Professional Services

Headquarters: Pittsburgh, United States

Founded: 1976

Website