- Answer and direct incoming phone calls professionally.
- Coordinate and schedule IT service requests and appointments for technical team members.
- Process incoming service requests from email, phone, manual entry, or client submissions.
- Schedule internal and field technicians using the organization's ticketing platform.
- Act as the primary point of contact for clients, providing timely updates on incident progress.
- Monitor technician schedules to ensure prompt time entry and efficient resource utilization.
- Escalate service requests that cannot be scheduled within agreed service levels.
- Track service request progress and report resource utilization and completion metrics.
- Assist with basic billing and software licensing reconciliation tasks.
- Maintain office supply inventory and coordinate ordering.
Customer serviceData entry