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Solution Service Desk Coordinator at 14 West and The Agora Companies (Baltimore, MD)

At Publishing Services, a centralized intelligence company, they create, customize, and manage the enterprise applications suite that support more than 20 of the world’s leading privately-owned media companies. Their passion and progressive ingenuity has shaped and strengthened the marketing industry at large.

Their inventors address the diverse needs of their clients through customization and innovation. If a vendor's technology doesn't quite cut it, they buy it, break it down for parts, and rebuild it. When the technology simply does not exist, they build it from scratch. Publishing Services’ proprietary systems have changed the landscape of media and digital marketing, elevating their clients as industry front runners.

Publishing Services' support teams partner with clients to implement and manage their applications, optimizing key business functionality and allowing them to focus on making money...hand over fist.

With them, you can explore a cutting-edge market, discover your career, and accumulate extensive experience with the best in the business.

Are you a highly motivated and multifaceted individual who wants to join a talented, proactive, and client-focused technical team? Publishing Services might be the place for you. 

As the Solutions Service Desk Coordinator, you will be acting as the first point of contact of the Solutions team in order to support the Publishing Services’ clientele (The Agora Companies) in their technical requests and provide solutions to their needs.

If you’re a logical problem solver with fantastic communication and interpersonal skills, they’re looking for you.

You can learn more about Publishing Services by checking out their “Workplace Highlight” blog post.


  • Acting as the first point of contact of the Solutions team.

  • Providing great customer experience to their internal and external customers on all aspects of Pub Services’ proprietary systems.

  • Accepting, acknowledging and coordinating all incoming support tickets as soon as possible.

  • Setting expectations for customers based on request priority and pre-defined SLAs.

  • Resolving a defined set of incoming support requests and thoroughly documenting steps taken. This will start small but as your experience will grow so will your responsibilities.

  • Escalating support requests to the appropriate Solutions Specialist to provide the swiftest of resolutions. This includes providing all relevant information before escalating the issues.

  • Identifying and understanding the business needs of The Agora Companies and take appropriate decisions.

  • Improving customer relations and continuing to develop customer confidence at every opportunity.

  • Communicating recurring support issues to the management.

  • Making suggestions to improve service desk customer experience and Publishing Services application usability.

  • Independently managing your own daily work schedule.


  • A degree, qualification or certification in IT discipline.

  • Experience in application support and troubleshooting is essential. You should have a strong desire to learn and problem solve.

  • Intermediate experience with SQL language – typically SELECT statements used for data verification purposes.

  • Experience using a ticketing system is essential. They need to know that you know how to work one.

  • Ability to express complex technical concepts in layman’s terms to non-technical users verbally and in writing.

  • Ability to independently prioritize assignments, communicate deliverables and timelines.

  • Expert attention to detail is a must.

  • Ability to deal with queries in a professional and confidential manner.

  • Ability to effectively communicate and build relationships with different departmental teams (especially your own team)

  • Enthusiasm and the ability to work in a highly visible, fast paced environment which is constantly changing.

  • Be nice and a friendly person. They're a small community here.

They expect that you’ll...

  • Go above and beyond for every customer. Make them remember you and the fantastic job you did!

  • Think of the long-term impact when dealing with customers. It’s the small things you do that will pay huge dividends in the future.

  • View every interaction with the customer as an opportunity to create more positive associations with Publishing Services.

  • Understand the Software Development Lifecycle of Advantage, Middleware & in-house software systems.

  • Create a personal network within other departments to gain more intimate knowledge of operations and technologies utilized within Publishing Services.

  • Continually expand your knowledge of the Agora businesses. Understanding The Agora Companies world will allow Publishing Services to better serve them.

  • Understand they ‘why’ of each support request and won’t simply complete the task.

  • Write well thought-out comments, display empathy on phone calls and ALWAYS follow up before the promised time.

  • Meet or exceed all performance metrics set forth for the department and individuals.

If interested, please submit a resume and cover letter.

by via developer jobs - Stack Overflow

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