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.
Originally posted on