Service Delivery Coordinator at Computer Aid, Inc

Posted in Customer Service 3 days ago.

Location: Newark, Delaware





Job Description:


Computer Aid, Inc


It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

Job Profile Summary

CAI is seeking a Service Desk Operations Analyst (Service Desk Coordinator). The selected candidate will work as a member of our Professional Services (PS) Team within CAI's Service Desk in Newark, DE. This is a 100% work from home, virtual position. The candidate will support a team that sits in Newark, DE.

Responsibilities and Duties

Through the use of industry knowledge and data analytics, CAI Professional Services offers unmatched value to customers by seeking to increase operational efficiencies and enhance service quality.

• The candidate will use prior education and experience to assist fellow team members in capturing and analyzing key performance data, followed by meaningful recommendations to help our customers meet their operational objectives.

• These typically include, but are not limited to the following:

• Calculate and track actual client cost per transaction

• Analyze processes and factors contributing to those costs

• Build models to offer alternatives to reduce costs

• Enhance internal processes to increase team effectiveness

• Develop and review client metrics to compare against industry standards

• Learn client's environment and related IT support business objectives, and offer suggestions to increase client quality of service

• Execute project-based support and consulting activities

• Develop and implement meaningful Customer Satisfaction measurement systems

• Analyze the results of these programs and compare against objectives

• Offer suggestions to improve Customer Satisfaction

Qualifications

Experience/Education:

• Associate's or Bachelor's Degree in Math or Statistics, or related analytical study or experience

• Experience working in a Call Center, Service Desk, or similar technical support preferred

Skills - Required:

• Strong experience creating, updating, and analyzing reports and graphs using Excel

• Experience with extraction of, analysis of, and reporting on ACD and ITSM ticket data preferred

• Inquisitive and analytical

• Problem solver

• Strong communication skills (both written and oral) with the ability to work well with peers and clients

• Organized with strong attention to detail

• Excellent work ethic; self-motivated

• Fast learner

• Ability to anticipate, plan, and prioritize for varying workload levels

• Ability to work independently without supervision

• Team-oriented

• Work experience in a Call Center, Service Desk, or similar support environment (preferred)

• Solution-driven

Physical Demands:

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor

• Spends the majority of the day in a stationary position

PI183356200


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