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# Help Desk

- **Company:** Insight Global
- **Location:** Oceanport, NJ, United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft Office, Information Technology
- **Published:** October 15, 2026
- **Apply:** https://www.administrativejobs.com/job.asp?id=3449063048&tx=TT4542TYD&pt=1&aff=0B19D771-A501-4A5E-8338-2A822B784D54&utm_source=Job%20Feed&utm_medium=textkernel&utm_campaign=DE&utm_term=0B19D771-A501-4A5E-8338-2A822B784D54

## About the Role

* 1 Year of Experience on a Help Desk
 * Experience in customer service, quality assurance, IT support coordination, project administration, or a related role.
 * Excellent verbal and written communication skills, including the ability to conduct professional customer follow-up calls.
 * Working knowledge of IT terminology, technical concepts, and service delivery processes.
 * Strong organizational skills with the ability to coordinate multiple schedules, priorities, and activities simultaneously.
 * Proficiency with Microsoft Office applications, including Outlook, Excel, Word, and Teams.
 * Strong attention to detail and the ability to maintain accurate documentation and follow through on commitments.
 * Demonstrated ability to work collaboratively with technical teams, business stakeholders, and customers.

## Description

Our healthcare client is seeking a Customer Quality Assurance Coordinator that will be responsible for enhancing the customer experience and service quality across the Information Technology Service Management (ITSM) department. This role serves as a key liaison between IT teams, customers, and office locations to coordinate service-related activities, conduct quality assurance follow-up calls, gather customer feedback, and support project initiatives. The ideal candidate is an excellent communicator with a customer-first mindset, a working understanding of IT concepts, and the ability to translate technical information into clear, customer-friendly language. This individual will help ensure that IT services are delivered professionally, consistently, and in alignment with customer expectations.

 * Conduct follow-up calls with customers following IT service requests, incidents, technical support engagements, and other service interactions to assess satisfaction and service quality.
 * Gather customer feedback, identify recurring concerns, and document opportunities to improve the customer experience.
 * Verify that customer issues have been resolved effectively and that customers understand the resolution or next steps.
 * Identify and escalate service quality concerns, unresolved issues, and recurring customer pain points to the appropriate ITSM teams.
 * Maintain accurate records of customer feedback, follow-up activities, and quality assurance outcomes within IT service management tools.
 * Help identify trends in customer satisfaction and service delivery to support continuous improvement initiatives.
 * Promote a professional, responsive, and customer-focused approach across IT support services.
 * Coordinate schedules, appointments, and follow-up activities with customers, office locations, IT support teams, and other stakeholders