What are the responsibilities and job description for the Service Coordinator position at Dedicated IT?
Purpose
The Service Coordinator is responsible for triaging and scheduling support tickets for our team members to resolve. This role will handle all on-site and remote resource scheduling as well as ensuring tickets are followed up with and clients receive timely responses.
Core Values
Fail Forward: We look for innovative ways to attack challenges, and we grow through the process – even when we fail.
Be Accountable: We relentlessly pursue raising the bar, exceeding expectations, and finding areas of improvement.
Embrace Teamwork: None of us is as smart as all of us. We are stronger when we work together.
Outcome Oriented: We build on our relationships with our partners and colleagues by leaving situations better than we found them.
Responsibilities
- Triage tickets for proper details including Summary, Type, Subtype, Item, and Agreement
- Assign and/or schedule tickets for both Remote and Field resources
- Monitor Pod’s call center to ensure engineers are logged in and ready to answer calls
- Answer incoming phone calls and convert them into tickets within ConnectWise Manage
- Monitor scheduled resources to ensure prompt time entry and follow up on tickets
- Ensure internal escalation processes are followed appropriately and leverage the Service Desk Manager when needed
- Monitor our client’s Service Level Agreements and inform the Service Desk Manager when tickets are in or almost in violation
- Ensure tickets adhere to company’s Service Level Agreement
- Help keep clients informed of incident progress or outages
- Help maintain and update contacts within our ConnectWise Manage
- Document internal processes and procedures related to duties and responsibilities
- Help improve customer service, perception, and satisfaction
- Responsible for entering time and expenses in ConnectWise Manage as they occur
- Other duties as assigned
Required Qualifications/Skills
- Associates Degree or Technical Degree and 1 year in a coordinator or dispatch role
- High-energy, self-motivated, well-organized, and ability to multi-task
- Understanding of support tools, techniques, and how our technologies are used to provide client services
- Typing skills to ensure quick and accurate entry of service ticket details
Interpersonal Skills
- Strong verbal and non-verbal communication
- Empathy
- Conflict Management
- Public Speaking
- Active listening
- Negotiation
- Positive Attitude
- Teamwork and collaboration
- Compassion
