Service Coordinator

As the Service Coordinator, you will act as the primary point of contact between Principal Consultants, clients, and support staff, ensuring all team members are aware of their responsibilities and tasks are completed on time.

The company is a US-based trusted IT partner, specializing in managed IT solutions since 1995. They empower small and medium-sized enterprises by providing proactive support, innovative strategies, and customized solutions to drive growth and success.

This role is ideal for those who thrive in a collaborative environment with a commitment to strong relationships, high accountability, and teamwork.

Duties and Responsibilities:

• Serves as the first point of contact for help desk calls and service requests

• Ensures service standards and policies are applied consistently across each ticket

• Critically evaluates and assigns inbound tickets to the most suitable team or individual for resolution

• Proactively communicates with team members and clients to guide issues toward resolution

• Documents all customer communication in the ticketing system with meticulous accuracy and detail

• Monitors service boards throughout the day to ensure timely resolution of tickets

• Reviews previous day’s tickets to identify errors or missing information

• Collaborates closely with the Service Manager and Escalation Team to ensure proper ticket assignment, handles special situations, and escalates issues as needed

• Ensures orders are prepared and staged for upcoming installations

• Conducts Quality of Service monitoring to maintain client satisfaction and identify training opportunities for support team members

• Identifies trends and recurring issues, reporting findings to team members to prevent repetitive fixes or troubleshooting

• Performs daily reviews of boards to ensure all tickets are investigated and resolved, maintaining ongoing client communication as necessary