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Overview:
The ITSM Coordinator is responsible for ensuring the smooth handling of service tickets, focusing on triage, coordinating on-sites and other miscellaneous dispatches, and monitoring multiple boards to maintain ticket flow. This role requires attention to detail, timely communication, and proactive problem-solving. ITSM Coordinators serve as a key point of coordination between internal teams and clients, aiming to support the delivery of efficient, high-quality service experiences.
Duties and Responsibilities:
Conduct triage exclusively for tickets in the "Manual Review" status, assessing urgency, impact, and appropriate categorization.
Ensure these tickets are properly reviewed and routed to the correct resource or team, and confirm all necessary details are present for efficient follow-up.
Monitor and review the Spam Cleanup Board regularly to identify and reclassify any tickets that were mislabeled or incorrectly filtered.
Manage the dispatch of onsite service tickets, collaborating with third-party vendors to ensure precise and efficient scheduling.
Dispatch tickets designated to Client IT Boards, ensuring accurate and efficient routing.
Review all tickets marked as “Client Updated” to confirm the resolution is clear, a resource is assigned, and any urgent updates are escalated to the appropriate team.
Monitor unassigned P1 tickets to verify they are progressing as expected.
Spot potentially stalled tickets by sorting by Last Update. If unassigned, raise the issue in the team chat and suggest a future review time. If assigned, ensure the next steps are scheduled or help determine a follow-up.
Check tickets in Manager Review status to verify managerial assignment. If there's no activity within 2 days, leave a note in the ticket and escalate via Teams if necessary.
Reach out to clients via phone and email for tickets marked Waiting on Client to obtain required information.
Review application-specific tickets to ensure they're properly bundled, prioritized, and routed.
Qualifications and Experience:
Associate's Degree in a computer-related field preferred.
2-4 years of customer service experience required.
1-3 years of ticket management or triage processes preferred.
Knowledge, Skills, And Abilities:
Strong customer service orientation and communication skills.
Excellent organizational and multitasking skills.
High attention to detail and ability to manage shifting priorities.
Comfortable calling clients to coordinate or follow up on service tickets.
Ability to type at least 50 WPM.
Capable of sitting at a desk and using a computer for prolonged periods.
Attributes That Will Drive Success:
Proactive problem-solving and a focus on timely resolution.
Ownership and accountability in work.
Commitment to continuous improvement and process efficiency.