IT Service Coordinator

4 weeks ago

Cagayan de Oro, Philippines MicroSourcing Full time

Overview

IT Service Coordinator (Triage - Dispatch) at MicroSourcing

Location: WFH

Work setup & shift: WFH | Night shift

Start Date: Immediate

Why join MicroSourcing?
  • Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
  • A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
  • Work-Life Harmony: Enjoy flexible work arrangements to balance professional and personal commitments.
  • Career Growth: Opportunities for continuous learning and career advancement.
  • Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Your Role
  • Pre-process service requests that arrive through email, manual entry, or direct client input.
  • Act as the single point of contact to the client for all types of service requests.
  • Review and categorize incoming service tickets based on priority, urgency, and complexity.
  • Gather additional information from clients as needed to ensure accurate ticket documentation.
  • Coordinate IT support groups to optimize utilization of billable resources.
  • Schedule internal and onsite resources on the Autotask dispatch portal.
  • Monitor resource schedules to ensure prompt time entry on service requests.
  • Communicate with clients to inform incident progress, impending changes, or outages.
  • Improve client service, perception, and satisfaction; perform post-resolution follow-ups to requests.
  • Ensure fast turnaround of client requests and effective teamwork in communication.
  • Improve usage and productivity of IT support resources.
  • Document all ticket information, including issue details, troubleshooting steps, and client interactions.
  • Update and improve documentation to streamline the triaging process and support continuous improvement.
  • 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.
  • Enter all work as service tickets into Autotask.
  • Identify recurring issues and report them to improve resolution processes and reduce incident frequency.
What You Need

Non-negotiables

Demonstrable Experience In One Or More Of The Following
  • Excellent communication skills in English (verbal and written).
  • Understanding of support tools, techniques, and how technology is used in IT MSP services.
  • Basic computer and operating system knowledge.
  • Interpersonal skills: telephony, communication, active listening, and client-care.
  • Ability to multi-task and adapt to changes quickly.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Service awareness of all organization’s key IT services for which support is being provided.
  • Typing skills for quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast-moving environment.
  • Fast, stable internet connection and reliable power with backup.
About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU: MicroSourcing believes that our strength lies in our people’s diversity and talent. We foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We celebrate YOU and your 100%

For more information, visit

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