IT Service Coordinator
IT Service Coordinator
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£ 28000 - 30000
1 Vacancy
Job Description
IT Service Coordinator
Summary
We are looking for a highly organised IT Service Coordinator to ensure the smooth and efficient management of IT service requests. This role is ideal for someone who thrives on handling multiple tasks simultaneously ensuring issues are prioritised correctly and assigned to the right technical teams.
As the first point of contact for client service requests you will play a crucial role in coordinating technical resources managing service schedules and maintaining strong client relationships. While you do not need to be an IT engineer confidence in using technology and understanding IT services will be essential for success in this role.
Key Responsibilities
- Serve as the primary contact for clients regarding all IT service requests.
- Coordinate IT support operations to maximise the efficient use of technical resources.
- Manage incoming service requests via email manual entry or direct client input.
- Assign schedule and dispatch service engineers for remote or onsite support ensuring response times align with contractual service level agreements (SLAs).
- Monitor resource schedules and ensure engineers log time accurately against service requests.
- Keep clients updated on the progress of their requests informing them of any changes or planned outages.
- Ensure a high level of client satisfaction by providing a responsive and professional service.
- Work collaboratively within the team to improve efficiency and productivity of IT support operations.
- Escalate service requests that cannot be resolved within agreed SLAs.
- Report on IT support resource utilisation and service request completion to the Service Manager.
- Continuously improve knowledge of ConnectWise Manage by completing training and using internal SOPs.
- Accurately log all work and service requests in ConnectWise Manage.
Required Skills & Attributes
- Highly organised with the ability to handle multiple service requests at once.
- Strong ability to prioritise and delegate tasks effectively.
- Excellent communication and clientcare skills with a professional and proactive approach.
- Confidence in using technology and understanding IT services but no prior technical engineering experience is required.
- Ability to remain calm and efficient in a fastpaced environment.
- Strong problemsolving skills with the ability to match the right resources to the right technical issues.
- Accurate typing skills for swift entry of service request details.
- Selfmotivated with a focus on delivering excellent client service.
Experience & Qualifications
- Previous experience in client service scheduling or IT coordination roles.
- Familiarity with IT service management processes and terminology.
Salary & Benefits
- Salary:
- Bonuses: 10 of bonuses paid to the engineering team
Career Progression
- Opportunity for progression based on:
- Positive client feedback
- Strong relationships and feedback from engineers
- Proactive recruitment of highquality engineers
- Positive client feedback
Required Experience:
IC
Employment Type
Full-Time
