IT Service Coordinator (Service Desk)

Stratix Systems is an innovative and growing company providing a full range of IT consulting services to small and medium-sized businesses. Stratix Systems has been in business for over 40 years and is headquartered in Wyomissing, PA with satellite offices located in Pennsylvania and New Jersey. Stratix Systems is looking for motivated individuals with a “service first” mindset to deliver an exceptional experience for our clients.

The IT Service Coordinator will provide excellent customer service by triaging and scheduling incidents and requests for a variety of Stratix IT managed clients. The role will report full-time to Stratix Wyomissing office. An IT Service Coordinator should be an accountable, self-driven individual with a large ambition for growth and opportunity.

Responsibilities of Role:

• Daily triaging of incoming incidents, requests and on-site visits submitted by email or phone call for both Service Desk and Deployment teams
• Scheduling remote support tickets for technicians to be processed based on priority and age
• Coordinate and communicate scheduling between internal technical teams and clients regarding on-site visits
• Responsible for managing response times on tickets and meeting Service Level Agreement (SLA) goals
• Reschedule and reassign tickets to ensure resolution Service Level Agreements (SLA) are met
• Ensure phone queue service level is 95% or better
• Daily audit of service tickets and time entries created by Service Desk team members to ensure accurate billing and utilization rates
• Routinely audit tickets for first call resolution and repeat issues to assist with client problem management
• Perform Incident Coordinator responsibilities during Priority 1 and Priority 2 incidents including but not limited to communication to client, recording technical notes and creating root cause analysis document

Requirements to Perform Role:

• Ability to understand technical details within incident or request to properly route ticket to correct level of support and set priority appropriately
• Prior customer service experience including but not limited to speaking with clients in a professional matter on a daily basis
• Exceptional written and verbal communication skills to interact with clients and internal team members regarding incidents, requests and scheduling on-site visits
• Capable of recording detailed information quickly
• Advance multitasking skillset to quickly triage multiple incidents or requests within a given time period
• Capable of identifying gaps in service delivery when dispatching tickets or on-site visits
• Ability to work as a team to accomplish department wide goals
• Great interpersonal skillset

Additional Experience Helpful but Not Required:

• Prior technical troubleshooting experience
• Prior Manage Service Provider (MSP) experience
• College or trade school degree
• Experience using ConnectWise Manage or other ticketing software
• Experience using cloud PBX and software-based phone systems

Stratix is an equal-opportunity employer. For more information, please visit our website at www.stratixsystems.com.

Job Type: Full-time

Pay: $38,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Compensation Package:

• Bonus opportunities

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Work Location: In person