• IT Service Coordinator

    Job Locations US-IA-Des Moines
    Req No.
    2018-2818
    Category
    Technical Support
    Type
    Full-Time
  • Overview

    CO-OP Financial Services provides technically superior products and services to financial institutions across the nation. We are seeking a talented IT Service Coordinator to provide support for tier 1 incident resolution and requests reported to the IT service desk. The Service coordinator is responsible for collecting information through a user conversation, accessing support tools and additional support staff if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging other service resources in a timely manner.

     

    Responsibilities

     

    Responsibilities include initial assessment, triage, research, and resolution of tier 1 incidents and requests regarding the use of application software products and/or infrastructure components.

    Addresses, logs and resolves tier 1 incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
    Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
    Analyzes and resolves incidents and requests regarding use of application software or hardware.
    Logs and tracks incidents and requests from identification through resolution.
    Documents tier 1 resolutions and updates self-help and staff knowledge bases.
    Maintain and protect security with regard to all aspects of PCI and employee information.
    Provides after hours and on-call support as needed.
    Adheres to Code of Conduct and Mission/Value statements.

    Actively supports our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.

    Qualifications

    • Two year degree in Computer Technology, A+ Certification and/or one or more years equivalent combination of education and experience in desktop support.
    • Competency in using Microsoft Office Suite.
    • Working knowledge of Windows operating systems.
    • Working knowledge of mobile operating systems (IOS, Android and Windows).
    • Basic knowledge of server and printing technologies.
    • Strong people skills and passion for problem solving.
    • Excellent written and verbal communication skills.
    • Comfortable communicating in person and via phone with peers, management, contractors and vendors.
    • Time management skills.
    • Ability to maintain composure and customer focus while troubleshooting and solving technical issues.
    • Aptitude for acquiring skills in technical support and eagerness to learn.
    • Ability to manage multiple customer requests simultaneously.
    • Ability to prioritize work based on department and production objectives.
    • Ability to work successfully with limited supervision.

    About Us

    CO-OP Financial Services is the technology engine that provides access and convenience for credit unions. With over 35 years of credit union service, CO-OP connects credit union members to their accounts through Debit, Credit, ATM, Shared Branching, Member Interaction Services, Mobile, Virtual, and Bill Pay services. CO-OP serves a total of 3,500 member credit unions, 50 million cardholders, 30,000 surcharge-free ATMs, and more than 5,500 shared branches. Handling three billion-plus annual transactions, CO-OP is the nation’s largest credit union service organization—offering resources that enable deeper member engagement to help credit unions prosper.

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