ITSM Coordinator

Overview: 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. The 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. Duties and Responsibilities: • 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 the resolution is clear, a resource is assigned, and any urgent updates are escalated to the appropriate team. • Monitor unassigned P1 tickets to verify they are progressing as expected. • Spot potentially stalled tickets by sorting by Last Update. If unassigned, raise the issue in the team chat and suggest a future review time. If assigned, ensure the next steps are scheduled or help determine a follow-up. • Check tickets in Manager Review status to verify managerial assignment. If there's no activity within 2 days, leave a note in the ticket and escalate via Teams if necessary. • Reach out to clients via phone and email for tickets marked Waiting on Client to obtain required information. • Review application-specific tickets to ensure they're properly bundled, prioritized, and routed. Qualifications and Experience: • 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. Knowledge, Skills, And Abilities: • Strong customer service orientation and communication skills. • Excellent organizational and multitasking skills. • High attention to detail and ability to manage shifting priorities. • Comfortable calling clients to coordinate or follow up on service tickets. • Ability to type at least 50 WPM. • Capable of sitting at a desk and using a computer for prolonged periods. Attributes That Will Drive Success: • Proactive problem-solving and a focus on timely resolution. • Ownership and accountability in work. • Commitment to continuous improvement and process efficiency.