Service Coordinator

Full-time Position at Micro Doctor IT, a company offering IT management services as a smart, cost-effective outsourced or co-managed IT department for enterprise or small to mid-sized businesses in Northeast Ohio and Western Pennsylvania. Our team of IT specialists keep systems in excellent working order, and implement technology and business solutions over a wide range of industry verticals. We monitor systems 24/7, fix issues, maintain systems and security, ensure backups, and perform a host of other proactive measures.

We identify and resolve issues when they’re small, so they don’t become big problems.

We are seeking an IT Service Coordinator and Dispatcher to join our team. We have offices in Warren and Cleveland, Ohio, either of which could be home base for this position.The IT Service Coordinator and Dispatcher plays a key role as the first point of contact – creating and triaging incoming service tickets, escalating issues, ensuring client satisfaction and more. The ideal candidate will offer exemplary customer service, excellent interpersonal skills, and empathy to help clients solve their issues and provide next steps toward solutions.

Internally, a major part of this role entails working closely with a team of technicians to coordinate and schedule their work via the dispatch portal in ConnectWise.

• Perform service request intake from clients; assign, schedule, and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). • Coordination of all IT support groups to ensure maximum utilization of billable resources • Pre-process service requests as they arrive through email, manual entry, or direct client input • Schedule internal and field technical resources on the ConnectWise dispatch portal • Monitor resource schedules to ensure prompt time entry on service requests • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages • Improve client service, perception, and satisfaction • Fast turnaround of client requests • 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 Manager • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University • Enter all work as service tickets into ConnectWise • Provide customer service support to small, mid-sized, and enterprise level businesses and clients• Monitor service boards for new tickets and/or respond to tickets• Field support calls, email, and service tickets with inquiries regarding software, connectivity, printing, and similar concerns• Record detailed information into Service Desk ticketing system, ConnectWise• Ensure service work is scheduled according to priority and maintain an orderly flow of technical resources• Collaborate with other staff to research and get problems resolved• Monitor technical resource schedules to ensure prompt time entry/completion of service requests• Maintain high levels of client satisfaction with the company’s service delivery and support• Attain maximum utilization of internal and field technical resources through daily dispatch of service requests• Schedule service delivery and coordinate with clients, technical staff, and vendors to ensure SLAs are met.

• Report to the service manager on service delivery metrics, client feedback, and any issues or challenges related to service delivery • Collaborate with the service manager to develop and implement strategies for improving service delivery quality and efficiency. • Monitor service delivery progress and update clients on status and outcomes. • Identify opportunities for service process improvement and increased efficiency. • Ensure compliance with service delivery policies, procedures, and guidelines. • Develop and maintain positive relationships with clients, technical staff, and vendors. • Participate in quality assurance and service improvement initiatives to ensure that services are of the highest quality and meet the needs of clients.

• Basic computer and operating system knowledge • Interpersonal skills: such as telephony skills, communication skills, 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 • Understanding of support tools, techniques, and how technology is used to provide IT services • Ability to work in a team and communicate effectively • Typing skills to ensure quick and accurate entry of service request details • Self-motivated with the ability to work in a fast-moving environment • Experience using ConnectWise required• Proven experience with technology support role• Tech-savvy with exposure to office automation products, operating systems, networking, and remote users• Familiarity with computer systems, mobile devices, and other tech products• Customer-oriented and client-focused• Monday - Friday 8:00am – 5:00pm On-siteKnowledge, Skills, and Abilities: • Excellent communication and interpersonal skills to manage relationships and expectations with clients, technical staff, and vendors.

• Strong organizational and time management skills to manage service requests, schedules, and documentation effectively. • Ability to provide excellent customer service, including timely and effective communication, active listening, and empathy. • Strong analytical skills to monitor and track service delivery metrics and identify areas for improvement. • Technical aptitude to understand and effectively communicate technical information to clients and technical staff. • Ability to work under pressure and meet deadlines in a fast-paced and dynamic environment. • Ability to think strategically and contribute to service delivery strategy and planning, as well as execute tactical initiatives.

• Previous Client Service or phone related skills; familiarity with computer system support terminology concepts.

• Strong positive client feedback • Strong positive employee feedback • High utilization of engineering team’s time

• Health/Dental/Vision Insurance• Ongoing Paid Training• Paid time off