What success looks like in this role:

Role Purpose:

The Team Coordinator will work closely together with the Service Desk Supervisor to maintain and improve the Service Desk agents' technical proficiency and to continually strive to improve customer service and SLAs. The team coordinator will function as a Service Desk agent as needed or requested by the Supervisor.

Key Responsibilities/Outcomes:

Inform the Supervisor of any work conflicts, dissatisfied customers or hardware/software malfunctionsServe as a focal point for any call and ticket quality-related queries, conduct call and ticket monitoring and analysis and based on the findings identify training needs and bring them to management noticeInitiate any necessary process changes and closure of knowledge gaps or tools-related issues upon agreement of the Service and Operations ManagerActively participate in various conference callsIdentify support criteria and troubleshooting mechanisms to benefit customer supportCall/Ticket Queue MonitoringDaily SLA monitoringEscalation/Complaint handling as per processBe responsible for advanced technical and procedural support for SD membersGuide SD members on processes, procedures, and troubleshootingHandle calls and assume call responsibility when required and ensure entry of appropriate information in our call tracking softwarePerform required troubleshooting on all calls and direct escalation on calls which are outside an agent’s technical abilities or support boundariesDeliver consistent coaching and training on call handling and ticket logging to Service Desk agents. Ensure that all designated agents in the team are coached and trained effectively.By floor-walking ensure that all designated agents are helpedProvide input for Help File and Knowledge Base updatesProvide service and agent quality input for supervisors and prepare reports and quality indicators as necessary to the supervisor or Service Managers on a regular basisTroubleshoot, diagnose and correct technical faults, using technical and diplomatic skills, and guide the caller through the necessary steps to restore functionalityResponsible to either solve the issues himself, or assign and chase those that you cannot fix yourself, until functionality has been restored.Work together with colleagues to share information, collaborate on problem solving and identify major service issuesActively use knowledge base to resolve problems and raise any knowledge gap identifiedCoordinate and follow up Service RequestsEnsure Service Requests are executed within agreed deadlines in line with the Customer Service Level AgreementEnsure that any revealed process gaps or improvement ideas are escalated to the SupervisorActive participation in ongoing quality initiatives at the desired level, detailed on the UGSH Quality Portal by considering all relevant objectives, policies and procedures.

You will be successful in this role if you have:

Work experience as a Senior Service Desk Agent or similar roleExcellent verbal and written skills in English and French languageExcellent procedural knowledge of a specific Account(s)Working knowledge of MS Office suite with special focus on Excel and related reporting applicationsKnowledge of Avaya SystemsITIL basic knowledgeUnderstanding of logging systemsExpert knowledge of MS Office and the Windows environment in generalSelf-starting, self-motivating, self-learning work approachDrive to meet and exceed customer expectations and ability to inspire agents to do the sameAbility to coordinate multiple, dissimilar activities simultaneouslyPatience. Stress and frustration resistanceFlexibility to work extended work schedules as requiredStrong analytical skillsAptitude for quick learning of technical and procedural topicsAbility to impart knowledge on various levelsExcellent teaching and communication skillsAbility to work with minimal supervision and affinity for team-based action planningStrong customer and team-oriented focusStrong coordination focusGood administrative skills

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