Overview:

A Service Coordinator will be expected to provide fast and useful technical assistance on various technology-based systems. In addition, The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource.

An excellent Service coordinator must have solid technical knowledge and communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient in dealing with demanding customers.

The goal is to create value for clients that will help preserve Vertilocity's reputation and business.

Vertilocity's Coordinators are far more dynamic than typical support roles, wherein our employees are provided the opportunity to learn and work on all aspects of our client's technology. In doing so, Vertilocity provides staff with the ability to advance in their career paths and skill set. Vertilocity offers our Service Coordinator a career, not a job.

Responsibilities

• Act as the single point of contact to the customer for all types of service requests.
• Coordination of all 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 resources on the ConnectWise dispatch portal.
• 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, and agreed outages
• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Ability to work in a team and communicate effectively.
• Improve usage and increase productivity of support resources.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Report the utilization of Support resources and successful completion of service requests to the Service Desk Manager.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Enter all work as service tickets in ConnectWise.
  
  

Reports to

• Network Administrator and Support Services Supervisor
  
  

Qualifications

• Basic computer and operating system knowledge.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast moving environment.
  
  

Education

• A technical degree in an IT related field or equivalent work experience.
  
  

Type

• Fulltime
  
  

Benefits

• Unlimited PTO
• Medical
• Dental
• Vision
• 401k
  
  

Salary -$40,000

Salary is highly competitive and based on an individual's experience, region of employment, and recognized personal achievements and certifications.