Service Coordinator

New

Manila RecruitmentManaged IT Services

Manila, Metro Manila, PhilippinesFull-TimeMiddle

Salary not disclosed

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Job Details

Associate degree in a related field, or equivalent relevant experience
1–3 years of experience in a Service Coordinator, Scheduling/Dispatch, Customer Service, Help Desk, Incident Management, or similar role
Experience with ticket management or service management systems, such as ConnectWise, ServiceNow, or similar platforms
Strong ticket and workflow management skills
Experience with scheduling, dispatching, managing calendars, and routing resources
Excellent customer service and client communication skills
Strong spoken and written English, with the ability to process and respond to client information in real time
Ability to gather accurate information, ask probing questions, and perform initial troubleshooting
Ability to multitask and prioritize competing requests in a fast-paced environment
Strong organizational skills and acute attention to detail
Ability to proactively anticipate needs and follow up on outstanding items

Serve as first point of contact for help desk calls and service requests
Ensure service standards and policies are being used on each ticket
Assign inbound tickets to the best team or person for the issue
Communicate with team members and clients to steer issues toward resolution
Document all customer communication in the ticketing system with accuracy
Review service boards consistently to ensure timely ticket resolution
Review previous day's tickets to check for errors or missing information
Work with the Service Manager and Escalation Team to handle assignments and special situations
Ensure orders are ready and staged for upcoming installs
Monitor quality of service and identify training opportunities

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