Service Desk Coordinator

in Dallas, TX

Service Desk Coordinator Job

Job Description Job Attributes+

  • Job ID

    930884

  • Req #

    2022-930884

  • Job Location

    Dallas, TX 75201, US

  • Job Category

    Security Technology Services

  • Job Type

    Full Time

When you join Allied Universal® Technology Services, you are joining one of the fastest growing security systems integrators in North America. Build your career within a fast-paced, dynamic, and diverse environment that combines leading-edge technology solutions - electronic access control, video surveillance, alarm monitoring, emergency communications, robotics, drones, and other smart tech innovative solutions - with physical security solutions to safeguard our clients and our communities.

The Service Desk Coordinator is the first line of communications for customers when they have requests, questions, concerns and/or inquiries. The Coordinator is responsible to route these requests to the appropriate parties for fulfillment. This position is also responsible to ensure effective communication & escalation to appropriate leadership for any and all matters that need remediation. The Service Desk Coordinator will work in accordance with the organization’s office policies and procedures, keeping in mind the overall core values of Allied Universal Technology Services.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:  Those duties necessary to meet the minimum requirements of the position.  Other duties may be assigned:

  • Routing of requests, concerns, questions, and inquiries to appropriate parties (including Management and Technical Staff) either through an electronic service toolset, telephone, email, instant messaging, and other communications mediums.
  • Coordinate and liaise with all departments related to assigned service activities and necessary escalation.
  • Effectively communicate deficiencies and concerns or inquiries immediately to management regarding any inquiry from a customer or internally interested party.
  • Maintain SLA requirements for contracted customer issues & service requests by prompt notifications and documentation of reported issues and questions.
  • Responsible for maintaining effective internal communications and to ensure contractual obligations are fulfilled while quickly resolving issues, thereby minimizing customer concerns, and enhancing customer relations.
  • Track regional logged cases and work-order task and report anomalies to appropriate management staff.
  • Assist Service Managers in scheduling of technical staff.
  • Produce on-demand and recurring reports for Service Management staff.
  • Update Work Order Tasks as assigned.
  • Follow-up and communicate with external customers as required.

QUALIFICATIONS:  To perform this job successfully, the individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills, and/or experience required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

  • High School Diploma is required. Associate’s or bachelor’s degree in a related field preferred.
  • Minimum of 2 years of experience in Operations Coordination, Central Station Operations or Related Field
  • Possession of valid state issued driver’s license required.
  • Proficient with MS Office Suite (Teams, Excel, Outlook, PowerPoint, Project, SharePoint, and Word).
  • Ability to establish and maintain effective working relationships with both internal and external customers.
  • Must be able to manage multiple tasks while meeting strict deadlines.
  • Must be detail-oriented and organized.
  • Possess excellent verbal, written communication and follow-up skills.
  • Strong analytical and decision-making abilities.
  • Self-motivated with the ability to motivate and influence others.
  • Must be familiar with and able to analyze and manipulate electronic (software based) management tools including metrics, dashboards for measuring KPI’s and or CPI’s.
  • Must be able to participate in on-call activities based on assignment by the Service Desk Manager. This includes recurring scheduled on-call requirements.

Additional Information

Who We Are

Men and women who have served in the military are an integral part of Allied Universal and we salute our veterans and extend gratitude for your service.

Military service members are often on the front lines, sacrificing everything to protect our freedom. And at Allied Universal, these unsung heroes help do their part to serve, secure and care for the people and businesses in every corner of our communities.

When they join our ranks, they bring with them leadership attributes, significant life experiences and military core values that are a perfect fit to be successful among a large security force, helping to make a difference in our communities.

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