Job Title: IT Services Coordinator
Service and Support
Reports to: Service Manager


This role monitors inbound service requests, coordinates our support department, and organizes schedules for our iCare™ Managed Services Team.

If you can manage multiple things going on at once while keeping a calm and patient demeanor, this could be the job for you.

Excellent decision making skills are critical in this fast-paced, demanding role. You should like using the latest technology, be extremely detail oriented, have excellent verbal communication skills and a passion for serving others. Reliability and self-confidence are a must.

Previous Customer Service work and a 4 year Bachelor’s degree or equivalent experience are required for coordinating team workloads. Information Technology is the fastest changing industry in the world so good computer skills are helpful and a life-long learning mentality is essential to be able to adapt & keep up with today’s innovative changes in business technology.

Essential Duties and Responsibilities:

  • Act as the single point of contact to the customer for all types of service requests
  • Coordination of all IT support groups to ensure maximum utilization of billable resources
  • Pre-process service requests as they arrive through email, manual entry, or direct customer input
  • Schedule internal and field technical resources on the dispatch portal
  • 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

Additional Duties and Responsibilities:

  • Improve customer service, perception, and satisfaction
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Improve usage and increase productivity of IT support resources
  • Escalate service requests that cannot be scheduled within agreed service levels
  • Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager
  • Responsible for entering time and expenses as they occur
  • Understand processes by completing assigned training materials and blueprints on our training platform
  • Enter all work as service tickets into the computer system

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Basic computer and operating system knowledge
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • 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

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