| Date | 2024-12-25 |
|---|---|
| Job Title | Service Coordinator – It Service Desk |
| Employer | Pronel Consultants More Information |
| Salary | 0 |
| Category | It Computer |
| Location |
South Africa / South Africa |
Job Summary
Our client based in the US is looking to hire a full-time Service Coordinator to provide excellent customer service and team leadership. The incumbent must have a strong work ethic and be willing to work US hours in a remote position.
Roles and
Responsibilities:
1. Ticket Lifecycle & SLA Management
- Triage
- Dispatch / scheduling
- Closing tickets
- MSA & tickets scope control: Agreement vs Billable
- Quote and billing for work not covered by Agreement
- Manage client expectations & client satisfaction
- Identify need for and coordinating escalations
- Procure required products
2. Review & Approve Time Sheet & Expense Sheets for technical team
3. Service Reporting (RSV/SBR) – Managing production and delivery for client service-delivery related status reports, feeding into Client IT Scorecards, Roadmap, Budget
4. Service delivery process documentation
5. Client engagement, client experience, & client satisfaction
6. Team Utilization
- Optimize resource scheduling for efficiency and revenue production
- Review team production capacity & utilization reports with Service Manager
7. Infrequent duties
- Review & manage service Agreement utilization & profitability
- New Technical Team member onboarding
- Manage major Incident Reporting workflows
- Manage Agreements (Connectwise PSA software) – create, update, remove, maintain MSA reconciliation & billing SOPs
Key
Requirements:
- Self-motivated and self-managed, with ability to work in a fast-moving environment
- Proficiency and aptitude with Microsoft Windows PCs, Microsoft Office, and learning new software applications in-depth
- 5 yrs experience in a Service desk Coordinator role
- ITIL foundation (Or similar foundational certification)
- Comptia A+
- Comptia N+
- Relationship management experience
Interested candidates are encouraged to apply for the role either directly online or by sending their application through to Pronel Consultants
Service Coordinator – It Service Desk position available in South Africa, South Africa. This job position was posted by Pronel Consultants. The job has been posted as a premium ad on 2024-12-25 at 13:00:19 in the It Computer category
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