IT Support Coordinator

Posted on Feb 08

The Department

The IT Support Coordinator role is to support our managed services and delivery operations teams. This individual will be responsible for assisting with the successful delivery of Information Technology (IT) Services.

A successful candidate for this position will be responsible for ensuring tickets are properly recorded and dispatched at all tiers of support. Provide follow up and status updates for tickets to both clients and key company contacts. The ideal candidate is someone interested in pursuing a career in Business Administration or Operations for a Consulting Services Provider. This individual must be able to manage multiple tasks, communicate effectively while quickly identify and resolve delivery issues.

Your Role

- Ensure all tickets and requests are attended to per defined SLAs and IM processes
- Coordinate daily processes to ensure adherence to defined standards
- Dispatching of tickets to different queues, tiers, and groups
- Create and update resource assignments and scheduling for multiple teams
- Oversee dispatching and ticket escalations between all tiers of support
- Create and maintain required documentation that meet SWC standards and procedures
- This position will be responsible to follow ITIL processes and standards, must be willing to become ITIL Certified upon request
- Assist team lead with the proper execution of daily tasks by the Tier 1 Support Analyst Team
- This position will be on an afterhours weekly pager rotation schedule
- Set-up, coordinate, and maintain contracts in Autotask
- Other duties as assigned

Requirements

Education
- Bachelor’s Degree, required
- Master’s Degree, preferred

Experience
- Two (2) or more years of experience in IT resource management, IT ticket management or IT Managed Services dispatching, required
- Proven administrative experience and multitasking abilities, required
- Proficient in Microsoft Office Suite, specifically Excel, Word, and Outlook, preferred

Other Knowledge, Skills & Abilities
- Excellent communication skills both verbal and written required
- Demonstrated experience in coordinating staff groups and projects or initiatives required
- Excellent customer service, organizational and time-management skills required

Keywords: Keywords: Dispatch, Dispatcher, Coordinate, Multi-task, Auto Task, Liaison, Customer Service, Excel, Word, Microsoft Suite, Organizational, Administrative, Communication Skills, Ticket Management, SLA, ITI

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