Help Desk Ticket Coordinator:

Job Description:

We seek a motivated and detail-oriented Help Desk Ticket Coordinator to join our Managed Service Provider team. The successful candidate will play a critical role in maintaining the efficient workflow of our operations by managing all incoming tickets, assigning them to appropriate technical staff, and load balancing when necessary. This role requires a firm grasp of ConnectWise Dispatch Portal and involves assisting in the closure of non-technical tickets.

Responsibilities:

• Manage all incoming service tickets, categorize them according to priority and complexity, and ensure each ticket is acknowledged promptly.
• Utilize ConnectWise Dispatch Portal for effective ticket management and dispatch.
• Assign tickets to appropriate technical resources based on their skill set, availability, and the nature of the issues described in the tickets.
• Perform load balancing of tickets to prevent overbooking of any tech resource and ensure optimal productivity.
• Assist in the closure of non-technical tickets, coordinating with other departments as needed.
• Maintain clear and effective communication with the technical team, ensuring they are updated with changes, escalations, or specific requirements of the service tickets.
• Conduct regular audits to ensure all tickets are being addressed timely and effectively, ensuring high customer satisfaction.
• Collaborate with management to identify and implement processes or policies to improve workflow and service delivery.

Requirements:

• Prior experience in a similar role, ideally in a Managed Service Provider environment.
• Proficient with ConnectWise Dispatch Portal and other service ticket systems.
• Excellent problem-solving abilities and a keen eye for detail.
• Exceptional organizational skills, with the ability to prioritize and manage multiple tasks concurrently.
• Strong communication skills, both written and verbal, to effectively communicate with technical staff and other stakeholders.
• Ability to work effectively in a remote setting and manage work independently.
• A customer-oriented approach and commitment to ensuring efficient service delivery and high customer satisfaction.
• Basic technical knowledge to understand the nature of service tickets and assign them appropriately.
• Availability to work in different shifts, if required, to ensure 24/7 support.