Service Coordinator

We are looking for a Service Coordinator to serves as a pivotal leader within the Service Desk, driving exceptional client and team outcomes by setting clear expectations, resolving conflicts, and fostering collaboration between clients and engineers. This role ensures the efficient allocation of resources and maintains strong client relationships while proactively enhancing service delivery processes.

Service Coordinator Position Responsibilities :

• Service Request Management :

Lead the intake, triage, and prioritization of service requests based on urgency and service level agreements (SLAs).

Set clear expectations for clients regarding timelines and deliverables.

Assign and schedule engineers for remote or onsite service, ensuring efficient use of resources and timely resolutions.

Act as a mediator to resolve scheduling conflicts and priority disputes between engineers and clients.

Oversee resource schedules, identifying potential delays or issues, and implementing solutions to maintain service standards.

Monitor and improve service quality, focusing on enhancing client satisfaction.

Take ownership of escalated service requests, ensuring effective communication and resolution strategies are applied.

Provide guidance and support to engineers in handling complex client issues and interactions.

Maintain consistent, transparent communication with clients, providing updates on progress, changes, or potential service impacts.

Serve as a central point of contact for both clients and engineers during critical incidents.

Regularly report on service desk resource utilization, adherence to SLAs, and key performance metrics.

Advocate for and ensure compliance with ConnectWise and other service desk tools / processes to streamline operations.

Document all activities accurately to maintain transparency and enable process improvements.

Requirements

Skills and Abilities :

relationships effectively.

capabilities.

Qualifications :

desirable.

Benefits