Abacus Technology

Service Desk Coordinator

US-DC-Washington
3 months ago
Job ID
2017-2972

Overview

Abacus Technology is seeking a Service Desk Coordinator to lead and coordinate the day to day Service Desk operations, and assist in adjusting the ticketing system to provide necessary information and metrics about tickets and workflow in Serena Business Manager application.  The Service Desk Coordinator is responsible for processing incoming Human Resource, Financial Management, General Services and Technology Division service requests from customers, and assign service tickets to the applicable Executive Office Division(s).  This is a full-time position at the Department of State.

Responsibilities

  • Manage and coordinate day to day activities of the service desk, including:
    • Processing of service requests from customers (via telephone, email, and other means) in Serena Business Manager (SBM), responding to inquiries regarding status of tickets, assigning and escalating requests and ticket.
    • Assigning tickets to the appropriate Executive Office Division(s) for resolution
    • Following-up with Executive Office Division(s) to assess and promote ticket resolution to ensure successful and timely ticket resolution
    • Working with Executive Office Deputies to ensure tickets are closed in the Serena ticketing system
    • Following-up with customers to assess customer satisfaction
    • Conducting daily assessment of outstanding tickets and follow-up with Executive Office Division(s) and the customer
    • Communicating with customers as required: keeping them informed of request progress, notifying them of impending changes;
    • Assisting in ensuring fast turnaround of customer requests;

 

  • Provide documentation and reporting regarding processing metrics and statistics and workload
    • Create monthly ticket reports for the Executive Office and Customer’s
    • Assist customer in generating business specific report
    • Generate metrics reports from information in SBM.

 

  • Work with executive customer, customer business groups and Serena developer to expand the current capabilities of the service desk application.
  • Provide continuous process improvements
    • Create Service Desk standard operating procedures
    • Create a knowledgebase to enable first contact resolutions
    • Improve customer service, perception, and satisfaction and assist in improving productivity of Executive Office staff
  • Create a knowledgebase to enable first contact resolutions

Qualifications

6 years experience in IT industry with experience in a service or help desk environment.  Bachelor’s degree in Information System Management, Computer Science or other related discipline.  HDI certification preferred.  Must be a team player with a can-do attitude and excellent interpersonal and communication skills.  Must have working knowledge and experience in a Service Desk or Help Desk environment. Must have strong analytical, planning and organizational skills. Must be a team player with a proactive, positive “can do” attitude and a strong work ethic.  Must be a US Citizen and hold an active Secret clearance.

 

Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.

 

EOE/M/F/Vet/Disabled

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