It Service Coordinator

The IT Service Coordinator has a key role that ensures high-quality IT support and services for our clients and internal teams. They manage the daily allocation of internal and field technical resources based on the service requests from clients. They also communicate and coordinate effectively with both technical teams and clients throughout the service process.
This position involves entering client ticket requests into the ticketing system, scheduling, and dispatching service engineers for remote or onsite service according to the urgency and the contractual service level agreement (SLA). The aim of this role is to deliver a smooth and efficient IT support experience for all technicians and clients.
Position Responsibilities:

• Managing the service desk ticketing process and ensuring that the IT service level agreement is met.
• Entering trouble-tickets into the ticketing system.
• Escalating trouble-tickets to the appropriate technician.
• Monitoring trouble-tickets to ensure timely completion.
• Managing equipment that has been received and ready for deployment.
• Realtime time entry accounting for work performed.
• Manage the daily allocation of internal and field technical resources.
• Triage service requests as they arrive into the ticketing system.
• Organizing all IT support teams to maximize our response to client requests.
• Maintain necessary communication with clients: provide them with updates on incident status and alert them to forthcoming changes or scheduled downtime.
• Assisting technicians as needed.

• 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.

• 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.

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