Job Description

Job Summary

The Service Coordinator is responsible for all service tickets, the service team’s schedule, and ensuring that the SOPs for triaging, dispatching, and scheduling tickets are followed.

Performs service request intake from clients; assigns, schedules, and dispatches service engineers for remote or onsite service according to urgency and contractual service level agreements (SLAs). Strong client relations are a must.

Position Responsibilities:

• Act as the single point of contact with the client for all types of service requests
• Enter all work as service tickets into ConnectWise
• Coordination of all Engineer to ensure effective utilization of resources
• Responsible for service scheduling, escalation and client satisfaction
• Ensure quality services are performed to the agreed SLA
• Monitor the team’s daily schedule, ensuring the team is not ticket jumping or picking and ensuring the ConnectWise schedule and calendars are followed accurately
• 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
• Escalate service requests that cannot be scheduled within agreed service levels
• Report on the utilization of IT Support resources and successful completion of service requests to the Service Manager

Knowledge, Skills, and Abilities:

• Basic computer and operating system knowledge
• Interpersonal skills: such as phone skills, communication skills, active listening and client-care
• Ability to multi-task and adapt to changes quickly
• Ability to work in a team and communicate effectively
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment

Credentials and Experience:

Previous Client Service or phone-related skills, familiarity with computer system support terminology concepts are preferred.

Experience Required

1-2 years