Service Coordinator

Complete Technology Services is looking for a Service Coordinator to join our growing team!

Complete Technology Services (CTS) is a managed service provider supporting the technology needs of businesses around the Midwest.

The Service Coordinator will receive and evaluate IT support requests via email, phone and/or other methods and assign Technicians to perform client support and maintenance. This position has frequent contact with clients, peers and vendors.

Position Overview

  • Process all incoming requests for help desk and on-site service; requests will come in via phone, email and/or other methods
  • Communicate with Technicians throughout the day to make sure schedule is on-track
  • Adjust tickets to accommodate higher priority issues
  • Coordinate with Technicians to review critical and urgent tickets
  • Assign resources for dispatch
  • Monitor service personnel schedules to ensure support coverage
  • Be aware of all urgent tickets and verify client expectations are being met
  • Ensure that tickets are moving forward toward completion
  • Communicate with clients when schedules have been changed
  • Communicate escalated issues to the manager
  • Ensure that service level agreements (SLAs) are met
  • Answer inbound calls/emails/chats from clients
  • Know which services are provided for each client
  • Assist with internal training

Qualifications

  • Knowledge and experience working with ticketing systems (ConnectWise a plus)
  • Ability to multi-task and work in a fast-paced environment
  • Extreme attention to detail
  • Knowledge of IT applications, processes, software and equipment is a plus
  • Strong organizational and customer service skills
  • Ability to work in a team environment
  • Ability to communicate efficiently
  • Strong typing skills to ensure accurate data entry of service requests
  • Self-motivated with the ability to work independently
  • Ability to problem solve and identify opportunities to be more efficient

Experience

  • 3 or more years in client facing role
  • Bachelor’s degree

Apply Now

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