Service Coordinator

We are seeking a highly organized and proactive IT Service Coordinator to join our team. The ideal candidate will be responsible for efficiently managing service requests, prioritizing them based on effort and urgency, and ensuring smooth communication and coordination across technical teams. This role plays a critical part in maintaining service levels and client satisfaction by providing timely responses and managing ticket flow to ensure tasks are completed efficiently.

Key Responsibilities: 

  • Client Communication: Serve as the first point of contact for clients, quickly acknowledging service requests, setting expectations, and ensuring transparency throughout the service process.
  • Request Prioritization: Assess incoming requests and prioritize them based on urgency and effort, ensuring critical issues are addressed promptly.
  • Team Scheduling: Coordinate the Technical Services Team’s schedules, optimizing engineer utilization, productivity, and revenue generation.
  • Session Coordination: Arrange remote working sessions and onsite visits for engineers as needed, balancing workload and availability.
  • Ticket Management: Monitor, assign, and track the status of service tickets across multiple clients and engineers, ensuring no outstanding items and timely completion.
  • Internal Communication: Collaborate with team members and management to maintain proper ticket flow and service delivery.
  • Project Support: Assist in internal projects as assigned by management, ensuring timely and accurate completion of tasks.
  • Ticket Dispatching: Dispatch service tickets and engineers as required, with preferred experience using Autotask, ServiceNow, or ConnectWise for tracking and assignment.
  • Follow-Up: Regularly review and follow up on open tickets/tasks, ensuring that all requests are completed and closed in a timely manner.
  • Team Coordination: Oversee the technical team’s daily calendar, assigning tasks and service tickets accordingly to maintain efficiency.
  • Reporting: Generate and provide regular status updates and reports on ticket/task progress to management and clients as needed.
     

Qualifications: 

  • Previous experience in IT service coordination or a similar role is highly preferred.
  • Proficiency with service management platforms such as Autotask, ServiceNow, or ConnectWise.
  • Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
  • Excellent communication and client-facing skills.
  • Ability to work independently and collaboratively within a team
  • High attention to detail and follow-through

This role is key to ensuring high levels of client satisfaction through efficient service delivery, proactive communication, and technical team coordination. If you are a problem-solver with a knack for organization and a passion for client service, we would love to hear from you!

Seniority Level
Entry - Mid-level

Job function
Project Management Office

Employment type
Weekdays, Remote Full-Time

Industries
Information Technology and Services, Computer Networking, Information Services, Project Management

Or send your resume to: careers@helient.com

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