What are the responsibilities and job description for the Service Coordinator position at Middleground It?

Service Coordinator

Position : Service Coordinator

Type : Permanent Full-time

Salary / Pay : Commensurate with experience

GENERAL SUMMARY :

We are a rapidly growing IT Managed Service Provider located in the Loop. We provide outsourced IT services to clients in the Chicago area, including industries such as Healthcare, Legal, Financial, Manufacturing, Federal Government, and many more. We are very fast paced and this position requires quick thinking and a "can do" attitude. We are always looking for eager, hungry, and motivated individuals for full time salaried employment who are willing to work hard and be a team player.

We differ from the other IT companies in Chicago because we deal with both the private and public sector, so your advancement opportunities with our company are greater and broader. We deal with agencies and technologies that you may not see at other Managed IT companies due to our relationship with the Federal Government.

The Service Coordinator is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.

Essential Duties and Responsibilities :

The Service Coordinator position is a key contributor in the success of ensuring client satisfaction. This is achieved by proper follow thru proper triaging and managing of service requests and helping in managing client expectations.

Act as the single point of contact to the customer for all types of service requests
Coordination of all IT support groups to ensure maximum utilization of billable resources
Pre-process service requests as they arrive through email, manual entry, or direct customer input
Schedule internal and field technical resources
Monitor resource schedules to ensure prompt time entry on service requests
Communication with customers as required : keeping them informed of incident progress, notifying them of impending changes or agreed outages

Knowledge, Skills, and / or Abilities Required :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Basic computer and operating system knowledge

Ability to work on multiple priorities and / or projects simultaneously.

Excellent listening and communications skills, both verbal and written.

Strong customer relationship skills.

Organized, detail oriented and self-motivated.

Strong computer skills and ability to effectively communicate through e-mail.

Ability to remain in contact with the client thru the completion of the incident.

Basic problem-solving abilities and ability to meet reasonable deadlines.

Ability to build positive and collaborative relationships.

Willingness to develop professionally.

Ability to work with little supervision and manage a team.

Expected Outcomes :

Improve customer service, perception, and satisfaction

Quickly respond to customer requests

Ability to work in a team and communicate effectively

Improve usage and increase productivity of IT support resources

Escalate service requests that cannot be scheduled within agreed service levels

Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager

Responsible for entering time and expenses as it occurs

Ensure detailed service tickets are maintained for each service request

Success in the Service Coordinator position will be based on your ability to meet or exceed our client's expectations in ensuring their incidents are completed to their satisfaction

This position will be graded on the thoroughness of the information they obtain from the client, feedback from the technical support team and the satisfaction of our clients

Educational / Vocational / Previous Experience Recommendations :

Ability to type 30 WPM (words per minute)

1 years' experience in Customer Services is required.

Working Conditions :

Normal professional, office environment.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

Job Type : Full-time

Required experience :

Customer Service : 1 year

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