IT Service Coordinator

Quantam Solutions provides IT solutions and consulting for various clients. We offer competitive hourly wages, health benefits, paid time off, and a 401(k) plan. We are currently seeking an IT Service Coordinator – Routing & Scheduling for our client in Frankfort, KY.

Position Summary:

Our client is seeking a highly organized and customer-focused professional to support its Field Services Routing and Scheduling team.

The primary responsibility of this position is coordinating computer equipment installations and break/fix service appointments for Field Service Technicians. The successful candidate will spend much of the day working within an IT Service Management platform, creating and managing service tickets, communicating with customers, and coordinating appointments to ensure field service requests are handled efficiently.

This role is ideal for someone who is outgoing, highly organized, comfortable communicating with a wide variety of users, and able to independently manage multiple requests and priorities throughout the day.

Responsibilities:

• Coordinate computer equipment installation and break/fix appointments for Field Service Technicians.
• Create, update, and manage service tickets within ServiceNow.
• Communicate directly with customers through email, Microsoft Teams, and phone calls to coordinate service appointments.
• Schedule and route Field Service Technicians based on service needs and appointment availability.
• Track service requests and ensure tickets contain accurate and up-to-date information.
• Follow up with customers and technicians as needed regarding appointment scheduling, changes, or service status.
• Maintain organized records of scheduled appointments and outstanding service requests.
• Assist with prioritizing and coordinating multiple service requests in a fast-paced environment.
• Provide professional and courteous customer service throughout the scheduling and service coordination process.
• Work independently while collaborating with Field Service Technicians and internal team members to ensure timely service delivery.
• Perform additional administrative and service coordination responsibilities as needed.

Minimum Qualifications:

• Excellent customer service and interpersonal skills.
• Strong verbal and written communication skills.
• Excellent organizational and time-management abilities.
• Ability to independently manage multiple tasks, appointments, and service requests.
• Proficiency with Microsoft Outlook.
• Proficiency with Microsoft Teams.
• Proficiency with Microsoft Excel.
• Comfortable communicating with customers by phone, email, and virtual messaging platforms.
• Ability to work effectively in a fast-paced, customer-facing environment.
• Strong attention to detail and ability to accurately document service information.

Preferred Qualifications:

• Experience working with ServiceNow or another IT Service Management/ticketing platform.
• Previous experience coordinating field service, IT support, repair, installation, or technical service appointments.
• Experience scheduling or dispatching technicians.
• Familiarity with IT support or desktop support environments.
• An outgoing, extroverted personality with confidence communicating regularly with customers and technical personnel.

Additional Information:

• This position is based onsite in Frankfort, KY.
• The role is primarily focused on service coordination, scheduling, ticket management, and customer communication.
• Candidates should be comfortable spending a significant portion of the workday communicating with customers and coordinating appointments.