Office Service Coordinator

POSITION PROFILE

Responsible for a range of administrative and office support activities to facilitate the efficient operation of a customer's office environment. Will partner with customer's office management and the customer's Technical Support Team to resolve end user technical and office operations needs as requested by end-users. Functions as first responder to end user requests for assistance for office services and technical services. Provides support, resolution, or escalation based on customer and Ricoh provided protocols. Engages with customer's vendors in accordance with customer's established vendor agreements.

Job Duties and Responsibilities

• Respond directly to end-user service requests for office or desktop support providing Level 1 response

• Respond to end user service requests per contracted and Ricoh guidelines on a first responder basis

• Escalates unresolved issues to customer's office management or technical support team

• Communicates status of service request to end-user

• Assists with office management activities including office moves, conference room management, vendor administration

• Operates customer provided electronic scheduling systems, travel systems, audio visual systems, voice and data systems and/or reporting systems

• Operates customer asset management process for office and technology assets

• Interact with customer vendors for office and technical services activities

• Gather data and provide reports as requested by Ricoh and Statement of Work

• Maintains up to date customer service request system

• Maintains up to date site procedures guide pertaining to supported activities

• Responds to incoming end-user service requests (i.e. telephone, voicemail, mail, SR ticket) in a timely, professional manner

• Evaluates the caller's issue and then gives assistance utilizing the appropriate support information and documentation

• Assumes full ownership of support requests. Escalates and follows up as needed to ensure resolution

• Participates in monthly, quarterly, and annual customer reviews

• Manage performance to agreed upon Service Level Agreement

• Performs other duties as assigned

QUALIFICATIONS (Education, Experience, and Certifications)

• Associates Degree or Certification in Technology or equivalent Technical degree (computer science, information systems, engineering) or equivalent experience in a related field required;

• Minimum of 1 year of related work experience including a demonstrated track record of success

Proficiency in MS Office Suite required

Capable of earning ITIL Certification

MCTS, MCSA, or CDIA+ certification desirable

KNOWLEDGE, Skills And Abilities

• Excellent written and verbal communications skills

• Detail oriented

• Good problem solving skills

• Ability to effectively train customers

• Ability to integrated in the customer's environment

• Ability to develop and maintain a strong customer relationships

Working Conditions, MENTAL aND PHYSICAL DEMANDS

• Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.

• Work assignments are diversified. Interpret, comprehend and apply complex material, data and instruction • prepare, provide and convey diversified information.

• Minimal physical effort required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically with less than 10 lbs. (e.g., papers, books, files and small parts, etc.).

• Moderate dexterity • regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.