IT Service Coordinator

Work Setup:Remote

Working Schedule:Monday - Friday (Central Time)

Salary:$1,200 - $1,500

Employer:MSP company operating in Austin, Texas

Benefits:

1. 13th Month pay
2. Health Stipend
3. Government Contribution Allowance
4. Personal Time Off (PTO)

Click here to apply: https://www.careers-page.com/hirearchi/job/8X77356V

Position Summary

This position serves as the single point of contact for clients and requires strong client relations skills.

Key Responsibilities

• 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 Halo and Hudu 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

• 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

• 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

• 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

• 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

• 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 Halo and Hudu
• Knowledge of ticketing systems and IT service management processes

Required Skills & Abilities

• 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

• 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

• 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