About TrailBlazer Techs, Inc.:

TrailBlazer Techs, Inc. is a progressive technology business committed to providing outstanding service and creative solutions. We are seeking a driven Service Desk Coordinator to service our users from our Fredericton location and maintain our internal processes running smoothly.

About the Role:

Our IT service desk's daily activities will be managed by the Service Desk Coordinator. You will oversee the prompt resolution of events and service requests, manage support resources, uphold high service standards, and promote ongoing process improvement.

Duties:

• Prioritize, organize and assign incoming tickets (incidents, service requests and modifications) for the service desk team.

• Track ticket aging, queue performance and SLA compliance and escalate issues as necessary.

• Assign, monitor and follow up tickets to ensure timely resolution and proper documentation Act as the primary point of contact for escalated user complaints, and communicate developments to stakeholders and end users.

• Keep your knowledge base articles and supporting documentation current.

• Work with vendors, other IT departments and Level 2/3 support teams for complex issues.

• Create and review service desk reports on volume, trends, resolution times and customer satisfaction.

• IT access and equipment onboarding and off-boarding procedures help.

• Identify process improvement opportunities and support quality improvement in the service desk.

• Provide backup to front-line service desk staff as required.

Required Skills:

• 1+ year of experience at an IT service desk, help desk or technical support setting

• Good knowledge of ITIL concepts (Incident, Request, Problem and Change Management)

• Great organizational and multitasking abilities and capacity to prioritize under pressure.

• Excellent written and verbal communication

• Experience on ITSM technologies (ServiceNow, Jira Service Management, Zendesk, Freshservice or similar technologies)

• Customer Service Attitude, Calm, Professional

• Able to operate individually and in a team in a fast-paced environment

Preferred Qualification:

• ITIL Foundation (or higher) certification

• Experience managing or directing a small support team

• Microsoft 365, Active Directory, basic networking and endpoint management tool skills

• Experience in report/dashboard development