IT Service Coordinator (MSP) Essential Duties and Responsibilities:
– A point of contact to the customer for all types of service requests.
– Pre-process service requests as they arrive through a phone call, email, manual entry, or direct customer input.
– Schedule internal and field technical resources via the ticketing system.
– 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.
– Route incoming and existing tickets to the appropriate technician or department.
– Monitor open service tickets to make sure the team is meeting customers’ needs.
– Improve customer service, perception, and satisfaction with fast turnaround of customer requests.
– Ability to work in a team and communicate effectively.
– 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.
– Enter all work as service tickets into the ticket system.
– Escalate requests to Service Desk Manager or other team members as necessary.
IT Service Coordinator (MSP) Benefits:
– Health Insurance
– PTO + 5 days Paid Sick Time. Unused sick time is paid back on annual anniversary date.
– 1 Friday off every other month
– 401 K w/ company match
– $100 monthly mobile phone reimbursement begins after the 90-day review
