Service Coordinator - Chicago - Middleground It

Middleground It Chicago

1 week ago

Description

Job Description:

The Service Coordinator is a key contributor in the success of ensuring client satisfaction by properly triaging and managing service requests, as well as helping to manage client expectations.

Responsibilities:

Act as the single point of contact to the customer for all types of service requests
Coordinate 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
Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Requirements:

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

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