The IT Service Coordinator plays a crucial role in ensuring seamless IT support and services for clients and internal teams. They are responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service request.

Effective communication and coordination with both technical teams and clients is essential in this role. This position focuses on imputing client ticket requests into ticketing system, assigning, scheduling, and dispatch service engineers for remote onsite service according to urgency, and contractual service legal agreement (SLA). As well as maintaining updated documentation of all technical issues and solutions.

The goal of this role is to provide a seamless and efficient IT support experience for all technicians and clients.

Position Responsibilities:

• DAILY time entry accounting for work performed.

• Realtime tracking of ticket notes.

• Coordination of all IT support groups to ensure maximum utilization of billable resources.

• Pre-process service requests as they arrive through email, manual entry, or direct client input.

• Schedule internal and field technical resources in ticketing system.

• Monitor resource schedules to ensure prompt time entry on service requests.

• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

• Improve client service, perception, and satisfaction.

• Fast turnaround of client requests

• Collaborate with all teams on escalated customer support requests.

• Document resolutions and create knowledge base articles.

• Must provide quality customer service in all forms of communication.

• Recognize and communicate potential issues immediately for rapid resolution.

• Establishing good relationships with all departments and colleagues.

• Takes ownership of tasks and follows through to ensure complete resolution.

Knowledge, Skills, and/or Abilities Required:

• Basic computer and operating system knowledge

• Technical awareness: ability to match resources to technical issues appropriately.

• Understanding of support tools, techniques, and how technology is used to provide IT services

• Must be flexible, prioritize workload, able to manage multiple tasks.

• Ability to shift focus and priorities throughout the day.

• Ability to effectively handle stress and pressure consistent with the job duties and industry.

• Ability to pay close attention to detail while performing technically detailed tasks.

• Professional, pleasant, and patient in demeanor

• Excellent organizational, written, and verbal communication skills are necessary.

• Is self-motivated and can be self-directed when necessary.

• Enjoys sharing information, supporting others, and working on a team to achieve team goals.

• Ability to provide accurate time estimates for how long a task will take.

Requirements:

• Ability to prioritize tasks and adapt to changes quickly.

• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care

• Must be able to work with a team and broad user community.

• Ability to lift and move >50lb.

• Must pass a background check.

Credentials and Experience:

Previous client service or phone related skills; familiarity with computer system support terminology concepts.