Service Coordinator

Service Coordinator (Non-Technical) 

Job Description for Ticket Management, Office Organization, and Collaborative Scheduling 

Purpose 

The Service Coordinator (Non-Technical), reporting directly to the IT Operations Manager, plays a vital role in managing support desk tickets, help desk tickets, and project tasks. This individual maintains efficient ticket flow, ensures outstanding client communication, supports seamless scheduling and rescheduling, and fosters a well-organized office environment. The Service Coordinator is the primary liaison between clients, vendors, and the Robinson Tech team, upholding company core values—health, relationship, gratitude, and curiosity—and the 10 Golden Rules of PSA in all activities. 

Core Responsibilities 

• Ticket Management: Maintain progress on all support desk tickets, help desk tickets, and project tasks, ensuring each item is tracked and advanced with attention to the health and well-being of all involved. 

• Client Communication: Answer phones promptly and professionally, setting clear expectations for clients regarding ticket status, next steps, and timelines, while building strong relationships through attentive service. 

• Documentation: Accurately record all client interactions and updates in the ticketing system, practicing gratitude for team contributions and ensuring information is accessible and clear. 

• Ticket Qualification: Review, qualify, and prioritize tickets and project tasks, drawing on curiosity to ensure all items contain the necessary information for further action and exploring innovative solutions where needed. 

• Team Communication: Collaborate closely with team members, nurturing positive relationships, sharing updates, coordinating resources, and fostering an environment of gratitude and support. 

• Time Tracking: Log time spent on all non-technical tasks within tickets and project tasks for accurate reporting, reflecting curiosity about optimizing workflows and team health. 

• Scheduling & Rescheduling: Assist in scheduling and rescheduling support sessions, project meetings, and order fulfillment, ensuring coordination that respects health and maintains strong relationships. 

• SLA & Calendar Management: Monitor ticket age, project deadlines, and SLAs, keeping calendars up to date and ensuring timely closure of tasks, showing gratitude for each team member’s efforts toward collective goals. 

• Office Organization: Maintain an orderly office environment, ensuring supplies and resources are readily available to support team health and effectiveness. 

• Receiving and Scheduling Orders: Receive incoming orders, process them accurately, and schedule their fulfillment or delivery, maintaining positive relationships with vendors and the procurement manager. 

• Procurement Coordination: Work with the procurement manager to track orders, maintain inventory, and resolve supply chain issues, approaching challenges with gratitude and curiosity. 

• Vendor and Client Liaison: Serve as a point of contact for vendors and clients, coordinating schedules, delivering updates, and building relationships rooted in trust and appreciation. 

Qualifications & Experience 

• Strong organizational and time-management skills. 

• Excellent communication and customer service abilities, in line with our core values of health, relationship, gratitude, and curiosity. 

• Experience with helpdesk, support desk, and PSA tools (such as ticketing and scheduling platforms). 

• Basic understanding of IT service workflows and project coordination (no technical troubleshooting required). 

• Ability to work collaboratively within a team, cultivating positive relationships and a healthy environment. 

• Experience in office administration, procurement coordination, and vendor relations is an asset. 

Key Performance Indicators (KPIs) 

• Ticket and Project Task Scheduling Accuracy: 95% of tickets and project tasks scheduled within 24 hours of escalation, helping support a healthy workflow. 

• SLA Compliance: 100% of scheduled tickets and project tasks closed or completed within agreed timelines, reflecting appreciation for timely completion. 

• Client and Vendor Feedback: Positive feedback score of 90% or higher, demonstrating strong relationships and gratitude-driven service. 

• Resource Utilization: Efficient allocation of team members’ time and skills, informed by curiosity and a commitment to well-being. 

• Average Ticket Age: Maintain an average age of 3 days or under for support tickets, supporting team health and effectiveness. 

• Order Processing Accuracy: 98% of orders received and scheduled correctly. 

• Office Organization: Maintain office supplies and resources with minimal disruption to workflow, reflecting gratitude for a well-functioning environment.
  

Core Values & PSA Golden Rules Integration 

The Service Coordinator actively integrates the organization’s core values—health, relationship, gratitude, and curiosity—and the 10 Golden Rules of PSA into all daily activities. This includes ticket and project task management, client and vendor interactions, scheduling, and record-keeping. By embodying these values, the Service Coordinator ensures a supportive, innovative, and appreciative environment that promotes operational excellence and meaningful connections. 

Summary 

This role is essential to the support desk and project teams’ success, bridging the gap between clients, vendors, and technical staff through clear communication, process adherence, effective organization, procurement collaboration, and a commitment to service excellence. The Service Coordinator enables the technical team to focus on resolution and project delivery by managing all non-technical aspects of the support and project processes—while consistently exemplifying the company’s values of health, relationship, gratitude, and curiosity in every action. 

Salary : $17