Service Desk Administrator

Job Description

Service Desk Administrator

Job Level

S4

Summary/objective

The Service Desk Administrator provides essential administrative support to the Relationship Management team, helping to ensure smooth operations and effective client relationship management. This role is ideal for someone looking to gain foundational experience in sales and client management while contributing to the growth and retention efforts of the team. The Service Desk Administrator will handle a variety of tasks, including managing contracts, processing orders, and handling client-related inquiries. This position requires strong organizational skills, attention to detail, and the ability to collaborate across teams.

Core Job Duties

• Serve as a point of contact for customer inquiries related to contracts, hardware orders, and other service-related requests. Provide professional, clear, and timely responses to build strong relationships with customers.
• Accurately process and manage customer orders, including hardware requests, early termination fees, child FEINs, and $0 revenue orders, ensuring all data entries and documentation are correct and completed on time.
• Maintain organized records of contracts, transactions, and other relevant documentation using the company's CRM system, ensuring compliance with internal processes and policies.
• Monitor and ensure that all contract details, fees, and order information align with company policies and procedures.
• Proactively identify opportunities to improve service desk processes and contribute ideas for enhancing service quality and operational efficiency.
• Collaborate closely with the Relationship Management team to support their goals related to client growth, retention, and satisfaction. Assist with identifying and implementing solutions that contribute to team success.
• Assist in the tracking and resolution of client-related issues, ensuring that all issues are handled efficiently and to the satisfaction of both the client and internal teams.

Job Complexity

• As a highly skilled specialist, contributes to the development of concepts and techniques. Completes complex tasks in creative and effective ways.

Interaction

• Consistently works on complex assignments requiring independent action and a high degree of initiative to obtain resolution to issues. Makes recommendations for new procedures.

Supervision

• Acts independently to determine methods and procedures for new assignments. Exercises initiative and judgment in completing recurring assignments.

Experience

• Typically requires a minimum of 3+ years of related experience.

Scope

• N/A

Discretion

• N/A

Minimum Qualifications

• High school diploma or equivalent.
• At least 2 years of administrative experience, preferably in a sales or customer service support role.
• Strong attention to detail with the ability to manage multiple tasks simultaneously.
• Excellent written and verbal communication skills, with a professional demeanor when interacting with clients and internal teams.
• Proficient in using CRM systems and Microsoft Office applications (Excel, Word, Outlook).
• Demonstrated ability to work effectively in a team-oriented environment.
• Strong problem-solving skills with the ability to identify issues and recommend solutions.
• A proactive, organized, and self-motivated approach to work, with the ability to take initiative and contribute to process improvements.

Physical Demands

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift to 15 pounds.

Travel Required

Yes, up to 15% domestic travel may be required.

Work Authorization

Employee must be legally authorized to work in the United States.

FLSA Classification

Exempt

Location

Any

Internal Job Title

Client Services Specialist

Effective Date

9/10/2024

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are. Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

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