IT Service Coordinator (Onsite)

Job Description

Job Description

Job Description :

The Service Desk Coordinator is responsible for attaining maximum utilization and prioritization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so requests can be dispatched to the appropriate resource and location. The ideal candidate must be an effective communicator, well organized and able to multitask.

Basic Functions :

• Primary responsibility is overall staff coordination, not direct technical support.
• Act as the single point of contact to the customer for coordinating service delivery.
• Manage ConnectWise calendar appointments for all technical support staff to coordinate project and support work maximizing utilization.
• Pre-process service requests as they arrive through email, manual entry, or direct customer input.
• 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, and agreed outages.
• Creation of service tickets for technical support staff.
• Tracks and manages location of all technical support staff to ensure timely recording of all support activities and the resolutions of issues.
• Assist in the creation and processing of estimates and orders.

Primary Objectives & Responsibilities :