Service Coordinator
4 days ago
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
- 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
- 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
- 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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