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About the role
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. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 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
- Strong customer service orientation and communication skills
- Excellent organizational and multitasking skills
- High attention to detail and ability to manage shifting priorities
More about this role
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.
- 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...
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