What are the responsibilities and job description for the IT Service Coordinator(Hybrid) position at Data Evolution LLC?
Purpose of work :
The IT Service Coordinator is responsible for daily dispatching service requests. This is accomplished through performing service request intake from clients; assign, schedule, and dispatch service engineers for remote or onsite service according to urgency. The IT Service Coordinator's job is based in Woburn, MA and is a hybrid position.
Duties & responsibilities :
- Primary resource for our Triage and Dispatching processes.
- Act as the single point of contact to the client for all types of service requests.
- Coordination of all IT support groups to ensure maximum utilization of billable resources.
- Triage service tickets that arrive through email, manual entry, or direct client input.
- Schedule internal and field technical resources on the ConnectWise dispatch portal
- Monitor resource schedules to ensure prompt time entry on service requests.
- Communication with clients as required : keeping them informed of incident progress, notifying them of impending changes or agreed outages.
- Improve client service, perception, and satisfaction.
- Check for aged / stale tickets and follow up with resources.
- Check client responses to open tickets and flag tickets accordingly.
- Liaise with team managers to ensure escalated or high priority tickets are correctly handed off.
- Answering incoming phone calls and creating tickets as needed.
- Monitor alerts, automated notifications, or pages during the day.
- Departmental administration tasks assigned by RS Manager.
Qualifications and skills :
Work Arrangements
This is a hybrid role based in Woburn, MA. The job's shift will be 7 : 30 am to 4 : 00 pm but may be called upon to cover the later shift (9 : 30 am to 6 : 00 pm) or work past the end of your shift.
EEO Statement
Data Evolution provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, pregnancy, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws