Service Desk Coordinator

Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds' most successful Fortune 500 and Fortune 1000 companies.

The Service Coordinator is responsible for maximum utilization of internal and field technical resources through daily dispatch of service requests. Working under the supervision of the Service Manager, they 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 agreement (SLA). This role is accountable and responsible for driving excellent client experiences while balancing client expectations.

**Critical functions**:

- Ticket & board oversight and management.
- Manage ticket lifecycle.
- Oversee Ticket triage via all communications methods.
- Review and QA engineer utilization.
- Continuous improvement.

**Responsibilities**:

- Ticket & board oversight and management
- Assign all reactive tickets to the appropriate technical resource for the quickest resolution for the client.
- Coordination of assigned IT support groups to ensure maximum utilization of billable resources and work with other dispatchers/support groups if further utilization is necessary.
- Assist with coverage of dispatch function for other support groups as needed due to PTO, absence, lunch breaks, etc.
- Schedule internal and field technical resources on the ConnectWise dispatch portal
- Collaborate with Team Lead on future resource planning when needed.
- Assist as needed/available with scheduling of smaller technical projects.
- Manage ticket lifecycle.
- Manage and Quality Assure tickets through the ticket lifecycle.
- Schedule resources for phones and triage function, considering onsite work assignments, PTO, etc.
- Serve as a backup to answer the phone when callers have been on hold for an extended period.
- Communication with clients as required to schedule or reschedule tickets, follow up if necessary, or gather additional information if a ticket is unclear.
- Communication with internal resources as required.
- For example: to alert technicians of high and critical priority issues, coordinate with account managers about client requests or issues, and to alert team leads of critical issues or scheduling requirements.
- Improve client service, perception, and satisfaction thru coordination and communication efforts.
- Timely turnaround of client requests
- Escalate service requests that cannot be scheduled within agreed service levels.
- Oversee Ticket triage via all communications methods.
- Review and QA engineer utilization.
- Quality Control every ticket's set up before assigning proper resource.
- Reviewing engineer time entries and ticket notes for an assigned support group to ensure accurate entry of department, agreement, and work type.
- Review and closure of completed tickets for assigned support group - checking quality of notes, accuracy of time entry, and proper assignment of board, agreement and work type.
- Manage ticket life cycle thru the BrightGauge Dashboard: tickets aren't slipping thru the cracks for assignment, see if a user has responded to a ticket for possible reschedule, tickets aren't being forgotten for work, tickets needing to be escalated.
- Continuous improvement.
- Ability to work in a team and communicate effectively.
- Improve usage and increase the productivity of IT support resources.
- Report the utilization of IT Support resources and successful completion of service requests to the Service Manager
- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
- Enter all work as service tickets or activities into ConnectWise.

**Core Objectives / Metrics**:

- Assign reactive service tickets within ticket SLA time constraints.
- Monitor service desk dashboard and coordinate timely response to customer communications.
- Re-assign tickets when needed due to critical priorities.
- Keep leads and engineers current on shifting ticket priorities.
- Daily review of engineer time entries and follow-up on necessary corrections
- Daily quality review and closure of “completed” tickets for assigned support group and follow-up on necessary corrections.

**Qualifications**:

- 3 years of bachelor's degree graduation preferably in computer science stream
- 2+ years of customer service experience with Microsoft desktop operating systems and helpdesk support
- Should possess excellent communication skills.
- Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
- Experience in the field of Service Management is an Asset.
- Expe