IT Service Coordinator
Location: Rydalmere
Full Time - Temp To Perm
Rate: $33.85 p/h + Super
Monday to Friday
About the role
We are seeking an experienced IT Service Coordinator to join our dynamic team Rydalmere. As a Service Coordinator, you will play a crucial role in providing frontline customer support, service call scheduling, service call management within customer service levels across our support regions.
The role requires engaging with customers, service partners, technicians and branch administrative staff via telephone, email and other electronic communication methods, while logging, updating and closing customer service requests.
This role is face paced needing to have a capability to manage multiple activities concurrently. It is paramount to ensuring minimal downtime of customer IT desktop, network and printer equipment
What you'll be doing
- Accurately manage logged service requests in our call logging system providing clear and concise service actions and updates;
- Scheduling/rostering technicians to attend customer’s site in line with scheduled date/time or contracted service levels for repairs
- Real time monitoring of technicians to ensure correct tracking of allocated service calls throughout the day
- Answer all telephone calls in a timely manner to ensure compliance with customer outcomes and set team KPI's;
- Action of customer communication received via e-mail and teams in a timely manner
- Maintain currency of information recorded for open service calls by updating technician notes;
- Ordering of parts where required for service requests or project service requests;
- Maintaining an overview of the service call from end to end and ensuring escalations occur in order to maintain optimal service levels.
- Communication with customers and other branch members in a professional, courteous and friendly manner;
- Participate in a rotating shift roster between 7:00am and 6:00pm
Minimum of 2 years’ experience in a Service Coordination role
- Strong troubleshooting skills, ability to quickly identify and resolve Customer end-user issues
- Excellent customer service and communication skills (verbal and written) (Min 2 Years Experience)
- Practice active listening skills to better engage with customers
- Experience with service scheduling systems (Intermediate Ms Excel)
- Well-developed time management skills;
- The ability to work proactively and to effectively communicate and interact as part of a specialized team;
- Experience working in the Information Technology service sector would be an advantage
To Apply:
Send your CV to ian@works4you.com.au
For more information - 02 9635 0015