This is a key role for a growing independent MSP.
As the Service Coordinator you will provide the main link between Clients and Engineers. You will use a combination of communication and technical skills to ensure that the MSP teams meet Client expectations.
To be successful in this role you will need to maintain relationships with Customers and in-house Engineers. Evidence of successful engagements working with internal teams and external contacts will be a key consideration for our selection process.
This role suits a technical minded ‘all rounder’ with some understanding of IT Service Delivery. We’re looking for a person who is comfortable with IT Tech and comfortable with IT People. You will be the link!
Our Client:
You will join an established MSP in Melbourne’s Inner suburbs. They are an private, independent company with a diverse client list. Engineers primarily work from the customers office and you will will become part of the team.
KEY RESPONSIBILITIES:
- Primary intake point for customers’ requests via phone and email.
- Communicating with customers and their employees regarding status and acknowledgement of requests.
- Maintaining all open tickets in Autotask to meet SLA goals.
- Single point of coordination for assigning, scheduling, and dispatching technical resources (following SLA requirements) for Incident (reactive, break/fix) requests, both remote and on-site.
- Daily review of completed ticket Time Entry data for cleanup
- Resolve or escalate client requests to the appropriate level of support within the agreed time frame.
THE EXPERIENCE AND SKILLS WE’RE LOOKING FOR:
- Great communication skills
- Experience with Autotask PSA (Ticketing System) to manage and monitor all client-facing activity.
- Experience in Scheduling and Resource Management
- IT Literate – Medium to Advanced User level
- Management & leadership experience of an IT Service Team
- A deep desire to deliver an amazing client experience
- Australian driver’s license
- The ability to liaise between IT and non-IT teams
- The ability to keep up with & adapt to the fast-paced IT world
The Benefits:
- The opportunity to work with a well-managed and growing company.
- An Inner suburb’s location with parking.
- A competitive salary package maintained through a well-managed HR framework.
