IT Service Coordinator - Manila, Philippines

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Employer: An MSP company located in Hawaii, USA. · Work Setup: Remote · Working Schedule: Monday - Friday (Hawaiian Standard Time) · Salary: $1,300 - $1,500 · Position Summary · We are seeking a dedicated IT Service Coordinator to join our technical support team. This role is res ...

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Employer: An MSP company located in Hawaii, USA.

Work Setup: Remote

Working Schedule: Monday - Friday (Hawaiian Standard Time)

Salary: $1,300 - $1,500

Position Summary

We are seeking a dedicated IT Service Coordinator to join our technical support team. This role is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. The Service Coordinator will perform service request intake from clients, assign, schedule and dispatch service engineers for remote or onsite service according to urgency and contractual service level agreements (SLA). This position serves as the single point of contact for clients and requires strong client relations skills while embodying our "Aloha" spirit of exceptional service.

Key Responsibilities

Service Request Management & Dispatch

Act as the single point of contact to clients for all types of service requests
Perform service request intake from clients through email, manual entry, or direct client input
Pre-process service requests as they arrive and assess urgency levels
Schedule internal and field technical resources using Autotask dispatch portal
Assign and dispatch service engineers for remote or onsite service according to urgency and SLA requirements
Monitor resource schedules to ensure prompt time entry on service requests
Enter all work as service tickets into the designated PSA (Professional Services Automation) system

Resource Coordination & Optimization

Coordinate all IT support groups to ensure maximum utilization of billable resources
Monitor and improve usage and productivity of IT support resources
Match technical resources to issues appropriately based on technical requirements
Escalate service requests that cannot be scheduled within agreed service levels
Report utilization of IT Support resources and successful completion of service requests to the Service Manager

Client Communication & Service Excellence

Maintain ongoing communication with clients: keeping them informed of incident progress
Notify clients of impending changes or agreed outages
Ensure fast turnaround of client requests while maintaining service quality
Improve client service, perception, and satisfaction through proactive communication
Handle client inquiries and concerns with professionalism and Aloha spirit

Administrative & Process Management

Understand and follow processes in the company's ticketing system
Generate and distribute service reports and performance metrics
Maintain accurate documentation of all service requests and client interactions
Support billing processes and service agreement compliance
Assist with inventory management and equipment coordination as needed

Required Qualifications

Education & Experience

Bachelor's degree in information technology, Computer Science, Business Administration, or a related field
Previous client service or phone-related experience required
Familiarity with computer system support terminology and concepts
Experience in IT support, help desk, or customer service roles preferred
MSP environment experience a plus

Technical Knowledge & Skills

Basic computer and operating system knowledge
Understanding of support tools, techniques, and how technology is used to provide IT services
Service awareness of key IT services for which support is being provided
Technical awareness: ability to match resources to technical issues appropriately
Experience with PSA (Professional Services Automation) systems like Autotask
Knowledge of ticketing systems and IT service management processes

Required Skills & Abilities

Communication & Interpersonal Skills

Strong interpersonal skills including telephony skills, communication skills, and active listening
Excellent client care and customer service orientation
Ability to communicate effectively with both technical and non-technical audiences
Professional phone etiquette and positive attitude
Team collaboration and communication skills

Organizational & Technical Abilities

Ability to multi-task and adapt to changes quickly in a fast-moving environment
Strong typing skills to ensure quick and accurate entry of service request details
Self-motivated with ability to work independently and manage priorities
Attention to detail and accuracy in documentation and scheduling
Problem-solving mindset with logical approach to resource allocation

Personal Attributes

Self-motivated with strong work ethic
Ability to work effectively in a team environment
Adaptability and willingness to learn new systems and processes
Positive attitude and professional demeanor
Commitment to improving client service, perception, and satisfaction
Embodiment of "Aloha spirit" in all client interactions

Package Details

Benefits:

a. 13th Month pay

b. Health Stipend

c. Government Contribution Allowance

d. Personal Time Off (PTO)