<p> </p> <div><strong>Overview:</strong></div> <div> </div> <div>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. 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.</div> <div> </div> <div><strong>Duties and Responsibilities:</strong></div> <ul> <li>Conduct triage exclusively for tickets in the "Manual Review" status, assessing urgency, impact, and appropriate categorization.</li> <li>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.</li> <li>Monitor and review the Spam Cleanup Board regularly to identify and reclassify any tickets that were mislabeled or incorrectly filtered.</li> <li>Manage the dispatch of onsite service tickets, collaborating with third-party vendors to ensure precise and efficient scheduling.</li> <li>Dispatch tickets designated to Client IT Boards, ensuring accurate and efficient routing.</li> <li>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.</li> <li>Monitor unassigned P1 tickets to verify they are progressing as expected.</li> <li>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.</li> <li>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.</li> <li>Reach out to clients via phone and email for tickets marked Waiting on Client to obtain required information.</li> <li>Review application-specific tickets to ensure they're properly bundled, prioritized, and routed.</li> </ul> <div><strong>Qualifications and Experience:</strong></div> <ul> <li>Associate's Degree in a computer-related field preferred.</li> <li>2-4 years of customer service experience required.</li> <li>1-3 years of ticket management or triage processes preferred.</li> </ul> <div><strong>Knowledge, Skills, And Abilities:</strong></div> <ul> <li>Strong customer service orientation and communication skills.</li> <li>Excellent organizational and multitasking skills.</li> <li>High attention to detail and ability to manage shifting priorities.</li> <li>Comfortable calling clients to coordinate or follow up on service tickets.</li> <li>Ability to type at least 50 WPM.</li> <li>Capable of sitting at a desk and using a computer for prolonged periods.</li> </ul> <div><strong>Attributes That Will Drive Success:</strong></div> <ul> <li>Proactive problem-solving and a focus on timely resolution.</li> <li>Ownership and accountability in work.</li> <li>Commitment to continuous improvement and process efficiency.</li> </ul> <p><strong>Job schedule: </strong></p> <p>8:30-5:30 PST Mon-Fri</p> <p> </p>