IT Service Coordinator

3 days ago

Manila, National Capital Region, Philippines SCALABLE OS CORP. Full time
JOB RESPONSIBILITIES

·       Proactively manage and monitor incoming ticket requests and the ticket backlog, prioritizing and assigning tickets to maintain service level commitments for multiple clients and optimize team efficiency.

·       Collaborate with the Service Manager to structure the team's daily and weekly priorities, helping ensure consistent execution and goal alignment.

·       Schedule service tickets and technician assignments based on availability, ticket urgency, and client needs.

·       Track and escalate time-sensitive or high-priority tickets from start to finish - facilitating communication between internal teams to expedite resolution.

·       Compile and distribute daily and weekly client reporting, highlighting trends in service delivery performance, service level compliance, and team workload.

·       Assist in coordinating cross-functional efforts with other departments to streamline workflows and reduce delays in issue resolution.

·       Participate in service meetings and contribute to operational improvement initiatives by providing feedback based on ticket analysis.

·       Proactively manage and monitor incoming ticket requests and the ticket backlog, prioritizing and assigning tickets to maintain service level commitments for multiple clients and optimize team efficiency.

·       Collaborate with the Service Manager to structure the team's daily and weekly priorities, helping ensure consistent execution and goal alignment.

·       Schedule service tickets and technician assignments based on availability, ticket urgency, and client needs.

·       Track and escalate time-sensitive or high-priority tickets from start to finish - facilitating communication between internal teams to expedite resolution.

·       Compile and distribute daily and weekly client reporting, highlighting trends in service delivery performance, service level compliance, and team workload.

·       Assist in coordinating cross-functional efforts with other departments to streamline workflows and reduce delays in issue resolution.

·       Participate in service meetings and contribute to operational improvement initiatives by providing feedback based on ticket analysis.

QUALIFICATIONS
  • 2+ years of experience in a service coordination, dispatcher, or administrative support role (preferably in IT or technical services).
  • Customer service or technical support background preferred.
  • Experience working in fast-paced, high-volume environments.
  • Familiarity with ITIL, service desk, or managed services concepts is a plus.
  • Strong organizational skills with the ability to manage multiple competing priorities.
  • Excellent communication skills, both verbal and written.
  • Ability to interpret and report on operational data and KPIs.
  • Familiarity with ticketing systems (ConnectWise, ServiceNow) and basic IT service workflows.
  • Strong attention to detail with a focus on customer service and service level agreement metrics.
  • Capability to identify workflow inefficiencies and suggest improvements.
  • Proficiency with Microsoft Office tools (Excel, Outlook, Teams) and service management systems.
JOB REQUIREMENTS

·       Should be willing to accept a long-term work-from-home arrangement.

·       Should be amenable to a permanent night shift schedule.

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