Service Coordinator

4 days ago


Chicago, Illinois, United States Middleground It Full time
Service Coordinator Job Description

Middleground It is seeking a highly skilled Service Coordinator to join our team. As a Service Coordinator, you will be responsible for ensuring maximum utilization of internal and field technical resources through daily dispatch of service requests.

Key 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
  • 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
Requirements:
  • Basic computer and operating system knowledge
  • Ability to work on multiple priorities and/or projects simultaneously
  • Excellent listening and communications skills, both verbal and written
  • Strong customer relationship skills
  • Organized, detail oriented and self-motivated
  • Strong computer skills and ability to effectively communicate through e-mail
  • Ability to remain in contact with the client thru the completion of the incident
  • Basic problem-solving abilities and ability to meet reasonable deadlines
  • Ability to build positive and collaborative relationships
  • Willingness to develop professionally
  • Ability to work with little supervision and manage a team
Expected Outcomes:
  • Improve customer service, perception, and satisfaction
  • Quickly respond to 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 it occurs
  • Ensure detailed service tickets are maintained for each service request
  • Success in the Service Coordinator position will be based on your ability to meet or exceed our client's expectations in ensuring their incidents are completed to their satisfaction
  • This position will be graded on the thoroughness of the information they obtain from the client, feedback from the technical support team and the satisfaction of our clients
Recommendations:
  • Ability to type 30+ WPM (words per minute)
  • 1+ years' experience in Customer Services is required

Middleground It is an equal opportunity employer and welcomes applications from diverse candidates. We offer a competitive salary and benefits package.



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