What are the responsibilities and job description for the Service coordinator position at Network South, Inc.?
Position Summary:
The Service Coordinator plays a critical role in ensuring exceptional customer experiences while managing helpdesk operations. This position focuses on prioritizing client satisfaction by providing prompt, effective technical support, maintaining efficient service ticket workflows, and fostering a customer-first mindset within the team. By overseeing ticket dispatch, resolving escalations, and mentoring staff, the Service Coordinator ensures that every interaction reflects the highest standards of care and professionalism. Success in this role requires a proactive approach to problem-solving, clear communication, and a dedication to meeting and exceeding client expectations.
Key Responsibilities:
- Supervise and mentor helpdesk staff, and field technicians to enhance efficiency and service delivery standards.
- Prepare regular reports to measure helpdesk performance, including ticket resolution times and team productivity.
- Identify, schedule, and dispatch service tickets to team members based on skill sets and workload.
- Act as an escalation point for complex technical issues involving desktop, network, server, and VoIP systems to resolve issues promptly, minimizing disruptions to ensure client satisfaction.
- Conduct performance evaluations and provide constructive feedback to team members.
- Facilitate and supervise training for helpdesk employees and field employees.
- Provide Level 1 and Level 2 technical support, including:
- Remote desktop, network, server, and VoIP troubleshooting, minor network orders, software upgrades, and cloud service orders.
- Remote support for moves, adds, and changes, including password resets, new user setups, and advanced troubleshooting.
- Monitor and manage the service ticket queue, ensuring SLAs are met and requests are prioritized effectively.
- Collaborate with clients to understand their needs and provide tailored solutions.
- Maintain accurate documentation of client information and interactions.
- Develop and maintain documentation for common technical issues and solutions.
- Collaborate with other departments to address client needs and improve workflows.
- Act as administrator for helpdesk-related software.
- Schedule field technicians and coordinate dispatch for service calls and projects.
- Collaborate with Project Managers on job assignments and scheduling.
- Serve as a liaison between the field team and customers to ensure seamless communication and service delivery.
- Achieve and maintain current levels of required technical certifications.
Job Type: Full-time
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- On call
Work Location: In person
Salary : $50,000 - $60,000