IT Service Coordinator

Employer: An MSP company located in Hawaii, USA.

Work Setup: Remote

Working Schedule: Monday - Friday (Hawaiian Standard Time)

Salary: $1,300 - $1,500

Position Summary

We are seeking a dedicated IT Service Coordinator to join our technical support team. This role is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. The Service Coordinator will perform service request intake from clients, assign, schedule and dispatch service engineers for remote or onsite service according to urgency and contractual service level agreements (SLA). This position serves as the single point of contact for clients and requires strong client relations skills while embodying our "Aloha" spirit of exceptional service.

Key Responsibilities

Service Request Management & Dispatch

• Act as the single point of contact to clients for all types of service requests
• Perform service request intake from clients through email, manual entry, or direct client input
• Pre-process service requests as they arrive and assess urgency levels
• Schedule internal and field technical resources using Autotask dispatch portal
• Assign and dispatch service engineers for remote or onsite service according to urgency and SLA requirements
• Monitor resource schedules to ensure prompt time entry on service requests
• Enter all work as service tickets into the designated PSA (Professional Services Automation) system

Resource Coordination & Optimization

• Coordinate all IT support groups to ensure maximum utilization of billable resources
• Monitor and improve usage and productivity of IT support resources
• Match technical resources to issues appropriately based on technical requirements
• Escalate service requests that cannot be scheduled within agreed service levels
• Report utilization of IT Support resources and successful completion of service requests to the Service Manager

Client Communication & Service Excellence

• Maintain ongoing communication with clients: keeping them informed of incident progress
• Notify clients of impending changes or agreed outages
• Ensure fast turnaround of client requests while maintaining service quality
• Improve client service, perception, and satisfaction through proactive communication
• Handle client inquiries and concerns with professionalism and Aloha spirit

Administrative & Process Management

• Understand and follow processes in the company's ticketing system
• Generate and distribute service reports and performance metrics
• Maintain accurate documentation of all service requests and client interactions
• Support billing processes and service agreement compliance
• Assist with inventory management and equipment coordination as needed

Required Qualifications

Education & Experience

• Bachelor's degree in information technology, Computer Science, Business Administration, or a related field
• Previous client service or phone-related experience required
• Familiarity with computer system support terminology and concepts
• Experience in IT support, help desk, or customer service roles preferred
• MSP environment experience a plus

Technical Knowledge & Skills

• Basic computer and operating system knowledge
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Service awareness of key IT services for which support is being provided
• Technical awareness: ability to match resources to technical issues appropriately
• Experience with PSA (Professional Services Automation) systems like Autotask
• Knowledge of ticketing systems and IT service management processes

Required Skills & Abilities

Communication & Interpersonal Skills

• Strong interpersonal skills including telephony skills, communication skills, and active listening
• Excellent client care and customer service orientation
• Ability to communicate effectively with both technical and non-technical audiences
• Professional phone etiquette and positive attitude
• Team collaboration and communication skills

Organizational & Technical Abilities

• Ability to multi-task and adapt to changes quickly in a fast-moving environment
• Strong typing skills to ensure quick and accurate entry of service request details
• Self-motivated with ability to work independently and manage priorities
• Attention to detail and accuracy in documentation and scheduling
• Problem-solving mindset with logical approach to resource allocation

Personal Attributes

• Self-motivated with strong work ethic
• Ability to work effectively in a team environment
• Adaptability and willingness to learn new systems and processes
• Positive attitude and professional demeanor
• Commitment to improving client service, perception, and satisfaction
• Embodiment of "Aloha spirit" in all client interactions