- Answer incoming calls during shift hours and dispatch support tickets while ensuring coverage and client satisfaction.
- Maintain engineer calendars for proper dispatch, coordination, and scheduling.
- Triage tickets properly by ensuring contacts, types, subtypes, SLA, resource, etc. are accurate.
- Able to identify potential problems or outages in a timely manner and escalate to leadership where necessary.
- Mass communications of outages with clients and engineering team when discovered.
- Client contact for scheduling adjustments and engineer statuses in real time.
- Report generation of ticket volumes, statuses, and engineer utilization.
- Dispatch onsite resources while balancing remote work capabilities.
- Coordinate dispatch of onsite resources with 3rd party vendors.
- Maintain In/Out board with engineer statuses.
- Negotiate ticket assignments based on priorities with engineering teams.
- Work with Project Management to coordinate engineer resource availability.
- De-escalate client situations related to outages and events.
- Adherence to Standard Operating Procedures (SOPs) relating to ticket creation.
- Perform post-resolution follow-ups when a client requests an update.
- Issue the daily operations status report and project status reports as required.
- Complete technical and special projects as assigned.
- Daily entry of time within current ticketing platform and keeping tickets updated.
- Keep and maintain work calendar.
- Provide direct and indirect leadership and peers with situational awareness briefs on high profile clients/projects.
- Meeting KPI Targets: Engineer Billable Utilization, and SLA Adherence.
- Ensure ticketing statuses and boards are in compliance at start, during, and end of shift.
- Prevent tickets from falling through the cracks by utilizing appropriate dashboards and reporting.
- Prefer experience at an MSP, service desk and/or corporate IT Experience as a technical dispatch or similar function. (1 year)
- Exceptional written and verbal communication skills in relation to customer service.
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
- Ability to multitask in high pressure situations.
- Ability to adapt and learn new platforms and skills on the fly.
- Maintain a sense of urgency and empathy with customers.
- Exceptional attention to detail.
- Familiarity with PSA or ITSM platforms preferred.
- Technical Certifications, or willing to achieve, preferred: i.e. CompTIA A+
- This is a Remote position and works a 8:00 to 5:00 pm EST shift.
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Service Coordinator- 8am to 5pm EST shift - Manila, Pilipinas - Atticus Advisory Solutions Inc
Paglalarawan
The Service Desk focuses on providing excellent experience through quick and efficient support while leveraging a high level of communication. Our client base is diverse, consisting of all ranges of technology, including Apple, Google, Microsoft, and Linux.
The Service Coordinator is responsible for guaranteeing our clients receive an excellent experience by ensuring tickets are triaged, dispatched, and managed quickly and efficiently while maintaining a high degree of communication. The Service Coordinator receives all inbound requests, collects all the required information, manages ticket KPIs & SLAs, and keeps all stakeholders continuously up to date.
Successful candidates are self-motivated, possess a sense of urgency, and can demonstrate critical thinking and exceptional interpersonal skills. Strong familiarity with Managed Services is preferred.
Job Responsibilities:
Job Requirements:
