Service Coordinator

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          "text": "<p>The Service Coordinator is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.</p><p> </p><p><strong>Essential Duties and Responsibilities:</strong><br />The Service Coordinator position is a key contributor in the success of ensuring client satisfaction.  This is achieved by proper follow thru proper triaging and managing of service requests and helping in managing client expectations.</p><ul><li>Act as the single point of contact to the customer for all types of service requests</li><li>Coordination of all IT support groups to ensure maximum utilization of billable resources</li><li>Pre-process service requests as they arrive through email, manual entry, or direct customer input</li><li>Schedule internal and field technical resources</li><li>Monitor resource schedules to ensure prompt time entry on service requests</li><li>Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages</li></ul><p><br /><strong>Knowledge, Skills, and/or Abilities Required</strong>:  </p><p>To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p><ul><li>Basic computer and operating system knowledge</li><li>Ability to work on multiple priorities and/or projects simultaneously.</li><li>Excellent listening and communications skills, both verbal and written.</li><li>Strong customer relationship skills.</li><li>Organized, detail oriented and self-motivated.</li><li>Strong computer skills and the ability to effectively communicate through e-mail.</li><li>Ability to remain in contact with the client thru the completion of the incident.</li><li>Basic problem-solving abilities and ability to meet reasonable deadlines.</li><li>Ability to build positive and collaborative relationships.</li><li>Willingness to develop professionally.</li><li>Ability to work with little supervision and manage a team</li></ul><p> </p><p><strong>Expected Outcomes:</strong></p><ul><li>Improve customer service, perception, and satisfaction</li><li>Quickly respond to customer requests</li><li>Ability to work in a team and communicate effectively</li><li>Improve usage and increase productivity of IT support resources</li><li>Escalate service requests that cannot be scheduled within agreed service levels</li><li>Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager</li><li>Responsible for entering time and expenses as it occurs</li><li>Ensure detailed service tickets are maintained for each service request</li><li>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</li><li>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</li></ul><p> </p>",
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