Job Details

Email to Friend Save Back

IT Service Coordinator

FORT WORTH-76101, TX, US
01/04/2019

-

Required Skills

Microsoft Office

Company

Infinity Consulting Solutions, Inc

Experience

2 to 4 Year(s)

Job Description

IT SERVICE COORDINATOR

NORTH FORT WORTH/KELLER, TX

$30K-$40K/ANNUAL BASE SALARY

POSITION:

ICS has partnered with a growing IT Services company who is looking to add an IT Service Coordinator to their team in Fort Worth, TX! This person will monitor inbound service requests, coordinate dispatch and alerts for the Support and Implementation Departments, identify proper level of support needed, assign and dispatch the ticket and review resolved tickets to ensure completion.

Strong organizational skills and a high attention to detail will be necessary for this position to coordinate requests successfully.

This person will work closely with the internal team and customers so excellent communication is a must!

This person will The ideal candidate is someone who is confident, adaptable, and ambitious to grow and develop throughout the company.

You will play a key role in delivering exceptional customer service and responsiveness.

RESPONSIBILITIES:

Review all inbound service requests to assign ticket priority, determine if the request is new or outstanding, and dispatch tickets to technicians to resolve in accordance to service level agreement

Answer incoming technical support calls to route or create new service tickets if needed

Identify and assist with tickets that will be transferred between service departments

Coordinate schedule and work requests for onsite technicians doing client support

Review all resolved support tickets to determine if the service request can be properly closed

As time permits, triage and assist Support team members in resolving Tier 1 bottlenecks

Document, review and improve workflows in ticket dispatching and other work processes needed

Establishes a high level of personal credibility and builds strong professional working relationships with clients

From completed service tickets, conduct a Quality Assurance review following set QA
practices; provide findings to management on a regular basis.

Assists in reviewing client QA survey reports to identify trends and/or areas to strengthen.

Assist when requested, by implementations, in coordinating client help in the transition of new client build-outs.

Participate in ongoing training and personal development as needed for the position

Prepare and present service ticket reports to management regularly

Performs other related duties as assigned by the management staff.

REQUIREMENTS:

Minimum of 1-2-year experience in service coordination or dispatching required; preferably within an MSP environment

Strong verbal and written communication, organization, problem-solving.

2+ years of customer service experience. Possesses an ethos of world class customer service.

Proficient with Microsoft Office and general office computing.

Ability to organize, prepare, and analyze company reports & metrics to management.

Technical terminology regarding Microsoft networking with desktop & servers environments, preferred but not required.