What are the responsibilities and job description for the Service Coordinator position at Business Information Group, Inc?
The Service Coordinator provides coordination of the Network Team’s schedules, customer service responses, and support of Network support tickets and small sized projects. The Service Coordinator is responsible for attaining maximum utilization of internal and field support technicians through daily dispatch and operational management of service requests, as well as assisting in resource allocation based on the needs of the project management team. This position requires the ability to work in a fast paced, changing environment and maintain a high level of professionalism, courtesy, customer service and ethics.
Essential Duties and Responsibilities
This role requires significant interaction with multiple employees, clients and vendors, which may be face to face, over the phone, or via e-mail. The varied tasks to be carried out by the coordinator include:
· Act as the single point of contact to the client for all types of service requests.
· Coordination of all IT support groups to ensure maximum utilization of billable resources.
· Pre-process service requests as they arrive through email, manual entry, or direct client input.
· Schedule internal and field technical resources on the ConnectWise dispatch portal.
· Monitor resource schedules to ensure prompt time entry on service requests.
· Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
· Improve client service, perception, and satisfaction.
· Fast turnaround of client requests
· Ability to effectively communicate and work on a team.
· Improve usage and increase productivity of IT support resources.
· Escalate service requests that cannot be scheduled within agreed service levels.
· Report the utilization of IT Support resources and successful completion of service requests to the Service Manager
· Enter all work as service tickets into ConnectWise.
· Other duties as deemed appropriate and necessary.