Service Coordinator
[company_long] 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