About us

NCS, Inc. is a Managed Service Provider (MSP) company that has been serving the Pacific Northwest business community for over 40 years. Our mission is to drive continuous, personal, and professional growth through the mastery of technology. We are committed to providing the finest quality and service available, exceeding expectations with professionalism and expertise. As a company, we adhere to a code of ethics and pledge to our clients our honesty, integrity, quality, and excellence.

At NCS, Inc. we believe that our employees are our greatest asset. We strive to provide a supportive work environment that promotes personal and professional growth.

The main responsibility of the service desk coordinator is to coordinate the technicians within the service desk. This includes answering phone calls, triaging requests, assignment and escalation of support tickets, updating the ticket’s status, following up with clients, other staff members and vendors as necessary.

Responsibilities:

• Assigning and updating service ticket priority levels based on company standards and client feedback.
• Working collaboratively with clients, support staff and management to avoid scheduling issues.
• Tracking and monitoring staff location and availability.
• Scheduling service tickets.
• Maximizing schedule efficiency and effectiveness of technical support staff.
• Checking on the status of tickets within the framework of the help desk system.
• Escalating client complaints to the Service Desk Manager (SDM).
• Ensuring the assignment of the right resources.
• Monitoring resource schedules to ensure a prompt response for service requests.
• Enforcing the right procedures and making sure the system is running efficiently.
• Reviewing and prioritizing outstanding support requests.
• Utilizing technical support resources.

Job Duties:

• Ensuring there are correct notes, categories and statuses for tickets.
• Escalating to senior technicians or management any tickets that cannot be solved.
• Supervising all tickets on the service desk.
• Controlling the process of receiving, assigning and completing tickets.
• Staying in contact with clients regarding a ticket’s progress and notifying them of impending changes.
• Staying updated on the progress of resolving the tickets and keeping the number of open tickets as low as possible.
• Ensuring ticket resolution checklists are being followed.
• Holding technicians accountable to the company standards.
• Pre-processing service requests as they arrive through email, text, phone or chat.
• Ensuring prompt time entry on service requests.
• Ensuring fast turnaround of client requests.
• Working in a team and communicating effectively.
• Hosting morning meetings with technicians to check-in on pending service requests.
• Assisting with administrative tasks as needed.

Requirements:

• Intermediate proficiency with windows computers and office applications.
• Strong attention to detail and ability to multitask.
• Excellent communication and interpersonal skills.
• Strong leadership skills.
• Ability to type fast, and efficiently. i.e. noting information on a live call.
• Ability to work independently and in a team environment.
• Excellent customer service skills.
• Ability to commute to the office as needed.

Job Type: Part-time

Pay: From $17.00 per hour

Expected hours: 30 – 40 per week

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid work
• Office

Experience:

• Phone Based Customer Service: 1 year (Preferred)

Ability to Relocate:

• Spokane Valley, WA 99206: Relocate before starting work (Required)

Work Location: Hybrid remote in Spokane Valley, WA 99206