IT Service Coordinator (Onsite)
Paranet Solutions, Inc.
- Carrollton, TX
- Permanent
- Full-time
- Primary responsibility is overall staff coordination, not direct technical support.
- Act as the single point of contact to the customer for coordinating service delivery.
- Manage ConnectWise calendar appointments for all technical support staff to coordinate project and support work maximizing utilization.
- Pre-process service requests as they arrive through email, manual entry, or direct customer input.
- Monitor resource schedules to ensure prompt time entry on service requests.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
- Creation of service tickets for technical support staff.
- Tracks and manages location of all technical support staff to ensure timely recording of all support activities and the resolutions of issues.
- Assist in the creation and processing of estimates and orders.
- Communicate with clients and staff to effectively schedule service tickets.
- Work collaboratively with clients, support staff, and management to avoid scheduling/prioritization issues.
- Maximize schedule efficiency and effectiveness of technical support staff.
- Creates new requests from phone calls and offers technical support to resolve simple/fast requests immediately when possible/practical.
- Schedule delivered equipment or software installation based upon estimated scope of work.
- Review/prioritize outstanding support requests.
- Assign and update ticket priority levels per company standards and based upon client feedback.
- Ensure that the right resources are assigned, that they have the appropriate information, time allocated, and any other resources required to do the job.
- While managing the schedule and/or rescheduling of any activities required to resolve tickets, also review the root cause behind any resolution delays, assignment rescheduling, etc. to ensure efficient work and timely issue resolution.
- Performs scheduling for routine pre-scheduled activity, on-demand requests, and emergency requests.
- Ensures that ConnectWise Dispatch Portal provides an accurate reflection of work scheduled on-site, remotely, or employee out of office.
- Coordinate rescheduling as needed to accommodate urgent support requests.
- Track and monitor staff location and availability.
- Ensures that calendars accurately reflects staff disposition (such as ensuring that on-site/remote status is accurate).
- Ensures that the company on-call schedule is current with on-call assignments.