NOC Service Coordinator

1 week ago

New Brighton, Minnesota, United States Mytech Partners Full time
Job Description

Are you a skilled communicator with a knack for problem-solving? We're seeking a highly organized and detail-oriented Service Coordinator to join our Shared Technical Services Team. As a key member of our team, you will be responsible for coordinating the on-time, on-budget, and efficient delivery of services to all STS clients.

Key Responsibilities
  • Coordinate Service Desk Operations: Manage all activities of our team, ensuring tasks are assigned promptly and effectively.
  • Facilitate Team & Branch & Client Communication: Be the liaison between Shared Technical Services team, clients, and the Branches. Review requests, identify challenges, communicate any urgent needs, and ensure resolution for service delivery.
  • Handle Incoming Communication: Be the first point of contact for incoming tickets, efficiently scheduling service & project requests and directing to the appropriate team members.
  • Manage Project & Service Requests: Monitor and review all project & service requests, prioritizing them based on urgency and technician availability. Assign tasks to engineers, ensuring they match the required skill level.
  • Schedule Project Support: Coordinate remote technical support for infrastructure, onboarding and offboarding projects based on the priority and urgency of the requests.
  • Maintain Customer Communication: Keep our customers informed about the status of their requests, and scheduled work, ensuring transparency and customer satisfaction.
  • Ensure Service Level Agreement (SLA) Compliance: Monitor the resolution of project & service requests to ensure they are being resolved within the agreed-upon SLAs.
  • Escalate Issues When Necessary: Identify and escalate any service requests that require additional attention or expertise to ensure prompt and high-quality customer service.
  • Drive Operational Maturity: Become a subject matter expert and drive growth on tools and efficiency.
Requirements
  • Strong Communication Skills: Excellent verbal communication skills are essential for effectively coordinating with both internal teams and external clients.
  • Customer-Centric Mindset: A thorough understanding of customer service principles and a commitment to delivering exceptional customer experiences.
  • Problem-Solving Abilities: Flexibility and adept problem-solving skills are crucial in our fast-paced environment.
  • Prioritization Skills: Ability to prioritize and assign work based on multiple factors, ensuring efficient task management.
  • Professionalism: Maintain a high level of professionalism when interacting with clients and colleagues, always representing our company positively.
Benefits
  • 12 days of accrued vacation in your first year
  • 6 days Sick time
  • 8 hours of volunteer time
  • Medical, Dental, and Vision insurance (employee portion fully paid)
  • Company paid Life, STD, and LTD
  • Professional Development Plan
  • 401k with company match
  • Profit Sharing

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