Service Delivery Coordinator - IT Services - LOCAL ONLY
Techital, Inc.
Techital, Inc.
Glendale, CA Glendale, CA Full-time Full-time $19 - $22 an hour $19 - $22 an hour 15 hours ago 15 hours ago 15 hours ago Service Coordinator Position:
Service Coordinator Type:
Permanent Full-time Salary/Pay:
Commensurate with experience GENERAL
Summary:
We are a small IT service company based in Glendale, CA.
We have been in business since 2001.
We provide service and maintenance work to clients throughout Los Angeles and remotely across the country.
You will be working within our Glendale office directly with the service techs and clients.
You will be our Voice for clients, whereas internally you will ensure techs are assigned to service requests as needed.
Your goal is to ensure optimal client experience whilst thoroughly documenting interactions.
The Service Coordinator is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.
You will be the primary contact via phone, email and chat sessions with clients.
Essential Duties and
Responsibilities:
The Service Coordinator position is a key contributor in the success of ensuring client satisfaction.
This is achieved by proper follow thru proper assignment and managing of service requests and helping in managing client expectations.
Act as the single point of contact to the customer for all types of service requests Coordination of all IT support groups to ensure maximum utilization of billable resources Pre-process (screen and triage) 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 Communication with customers as required:
keeping them informed of incident progress, notifying them of impending changes or agreed outages Prepare and deliver morning Huddle Meeting updates Assign out user submitted tickets Get budget approvals from non-all in clients Schedule on-sites appointments Balance workload of techs Watch deadlines on tickets and ensure they are met Prep end of day reports (same as the morning report but for the following day for managers and leads) Answer all phone calls Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Basic computer and operating system knowledge Ability to clearly document information within our ticketing system real-time 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 the 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 coordinate team workloads.
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.
Other experience (accepted):
Service Coordinator Dispatcher Admin Assistant Receptionist YOU MUST BE LOCAL, (only local candidates within 6 miles of our location will be considered - 91205).
Job Type:
Full-time Pay:
$19.
00 - $22.
00 per hour
Benefits:
Dental insurance Health insurance Paid time off Vision insurance Schedule:
8 hour shift Day shift Monday to Friday Work Location:
In person Act as the single point of contact to the customer for all types of service requests Coordination of all IT support groups to ensure maximum utilization of billable resources Pre-process (screen and triage) 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 Communication with customers as required:
keeping them informed of incident progress, notifying them of impending changes or agreed outages Prepare and deliver morning Huddle Meeting updates Assign out user submitted tickets Get budget approvals from non-all in clients Schedule on-sites appointments Balance workload of techs Watch deadlines on tickets and ensure they are met Prep end of day reports (same as the morning report but for the following day for managers and leads) Answer all phone calls Basic computer and operating system knowledge Ability to clearly document information within our ticketing system real-time 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 the 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 coordinate team workloads.
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 Ability to type 30
WPM (words per minute) 1
years' experience in Customer Services is required.
Other experience (accepted):
Service Coordinator Dental insurance Health insurance Paid time off Vision insurance 8 hour shift Day shift Monday to Friday.
Estimated Salary: $20 to $28 per hour based on qualifications.
Techital, Inc.
Glendale, CA Glendale, CA Full-time Full-time $19 - $22 an hour $19 - $22 an hour 15 hours ago 15 hours ago 15 hours ago Service Coordinator Position:
Service Coordinator Type:
Permanent Full-time Salary/Pay:
Commensurate with experience GENERAL
Summary:
We are a small IT service company based in Glendale, CA.
We have been in business since 2001.
We provide service and maintenance work to clients throughout Los Angeles and remotely across the country.
You will be working within our Glendale office directly with the service techs and clients.
You will be our Voice for clients, whereas internally you will ensure techs are assigned to service requests as needed.
Your goal is to ensure optimal client experience whilst thoroughly documenting interactions.
The Service Coordinator is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.
You will be the primary contact via phone, email and chat sessions with clients.
Essential Duties and
Responsibilities:
The Service Coordinator position is a key contributor in the success of ensuring client satisfaction.
This is achieved by proper follow thru proper assignment and managing of service requests and helping in managing client expectations.
Act as the single point of contact to the customer for all types of service requests Coordination of all IT support groups to ensure maximum utilization of billable resources Pre-process (screen and triage) 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 Communication with customers as required:
keeping them informed of incident progress, notifying them of impending changes or agreed outages Prepare and deliver morning Huddle Meeting updates Assign out user submitted tickets Get budget approvals from non-all in clients Schedule on-sites appointments Balance workload of techs Watch deadlines on tickets and ensure they are met Prep end of day reports (same as the morning report but for the following day for managers and leads) Answer all phone calls Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Basic computer and operating system knowledge Ability to clearly document information within our ticketing system real-time 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 the 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 coordinate team workloads.
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.
Other experience (accepted):
Service Coordinator Dispatcher Admin Assistant Receptionist YOU MUST BE LOCAL, (only local candidates within 6 miles of our location will be considered - 91205).
Job Type:
Full-time Pay:
$19.
00 - $22.
00 per hour
Benefits:
Dental insurance Health insurance Paid time off Vision insurance Schedule:
8 hour shift Day shift Monday to Friday Work Location:
In person Act as the single point of contact to the customer for all types of service requests Coordination of all IT support groups to ensure maximum utilization of billable resources Pre-process (screen and triage) 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 Communication with customers as required:
keeping them informed of incident progress, notifying them of impending changes or agreed outages Prepare and deliver morning Huddle Meeting updates Assign out user submitted tickets Get budget approvals from non-all in clients Schedule on-sites appointments Balance workload of techs Watch deadlines on tickets and ensure they are met Prep end of day reports (same as the morning report but for the following day for managers and leads) Answer all phone calls Basic computer and operating system knowledge Ability to clearly document information within our ticketing system real-time 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 the 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 coordinate team workloads.
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 Ability to type 30
WPM (words per minute) 1
years' experience in Customer Services is required.
Other experience (accepted):
Service Coordinator Dental insurance Health insurance Paid time off Vision insurance 8 hour shift Day shift Monday to Friday.
Estimated Salary: $20 to $28 per hour based on qualifications.
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