Service Coordinator

Job Brief:

The Service Coordinator (SC) organizes and assigns appropriate personnel to service tickets. Provides continuous review of Networking Service Boards to insure clients are appropriately serviced. Provides escalation and communication to the team and Service Desk Manager. Provides customer assurance and appropriate communication.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Act as single point of contact to the customer for all types of service requests
  • Coordination of all support groups to ensure maximum utilization of billable resources. Inclusive of all service boards. (Networking, Critical, Backup, Monitoring)
  • Pre-process service requests as they arrive through email, manual entry, or direct customer input
  • Schedule internal resources on the ConnectWise dispatch portal/service boards
  • Ensure high priority tickets are addressed quickly, with appropriate follow up
  • Monitor resource schedules to ensure prompt time entry on service requests
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Escalate service requests that cannot be scheduled within agreed service levels
  • Answer phones
  • Provide administrative assistance to Service Desk Manager and Service Desk team as needed
  • Perform related duties as assigned by supervisor
  • Maintain compliance with all company policies and procedures

KNOWLEDGE, SKILLS AND/OR ABILITIES REQUIRED:

  • Interpersonal skills: such as telephony skills, communication skills, team work, active listening and customer-care. Ability to provide empathy to clients
  • Detail and fact oriented
  • Ability to multi-task and adapt to changes quickly
  • 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
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment
  • Ability to support the five core principals of DP Solutions: Surprise & Delight; Teamwork; Own It; Our People Matter; Long Term View
  • Understanding of processes within ConnectWise
  • Duties that may be required that are not clearly defined for overall success of DP Solutions; our clients and our work environment

PHYSICAL REQUIREMENTS:

  • Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and
  • local standards, including meeting qualitative and/or quantitative productivity standards.
  • Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
  • Must be able to lift and carry up to 50 lbs
  • Must be able to talk, listen and speak clearly on telephone