ITSM Coordinator

 

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. The 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.