Coordinator II, Service Desk

Job Description & Requirements

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Job Description & Requirements

JOB SUMMARY:

Provides full first-level 24/7 support over the phone and email for all Universal Orlando team members as well as 3rd party vendors and remote users. Includes troubleshooting, escalating, and resolving problems, generating and monitoring trouble tickets (via the incident management system) and serves as the single point of contact for all technology related issues. Periodically participates in creation of knowledge articles. May be required to perform daily scheduled AS400 procedures following documented processes to comply with audit controls.

MAJOR RESPONSIBILITIES:

• Provides customer service as the primary interface between Parks Technology and the business. Logs, assigns, prioritizes, and follows up on trouble tickets and requests using the incident management software. Communicates ticket updates, ETA's, resolution explanations and outage notifications with the business.
• Resolves user permission issues on multiple systems including, but not limited to, ISeries, Windows, VPN and industry standard applications. Resolve issues including application errors, Outlook issues, and Point of Sale problems. Assist users that experience printing issues and escalate when necessary.
• Troubleshoot basic technical problems via phone and email concerning network, PC hardware and software including industry standard applications and UO custom applications, cell phone, desk phone, Point of Sale systems for foods, merchandise and ticketing utilizing prior work experience, knowledge and training.
• May be required to perform daily and weekly scheduled AS400 operations procedures including, but not limited to, tape management, daily financial processing and reporting for foods, merchandise and ticketing as well as ISeries maintenance and monitoring.
• Create and submit Knowledge Base articles for review which will be used to provide quicker customer support in future interactions. These articles may be technical and non-technical in nature.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

EDUCATION:

• High school degree or GED is required.
• Associate's degree (AA) is preferred.

EXPERIENCE:

• 2+ years of experience in Customer Service or Retail service environment or equivalent combination of education and experience.
• 1+ year's previous Service Desk experience with PC hardware, software, Knowledge of Microsoft operating system and Microsoft Office is required.
• 1+ years of experience in a theme park technical support role.

CERTIFICATIONS, LICENSES, REGISTRATIONS:

CompTIA A+ and/or Net+ certifications or comparable is preferred.

ADDITIONAL INFORMATION:

• Works with 3rd party vendors, remote users and communicates with customers including, at times, executives.
• Solid written and verbal skills are a must

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

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