Ticket Coordinator

Job Description

Job Description

Job Description

Summary :

The IT Field Ticket Coordinator’s responsibilities are to receive, validate, schedule with customer, plan, and assign tickets to designated field technicians for parts pick-ups and hardware IT repair services. The IT field ticket coordinator will communicate directly with the designated field technicians responsible for services as well as with the end-customers requesting service. The IT Field Ticket Coordinator will be required to adhere to contractual Service Level Agreements (“SLAs”).

Key Responsibilities :

• Receive, validate, update, and end-user requests for hardware repair services via ticketing system and in compliance with contractual SLAs.
• Schedule repair services with end-users via phone and / or e-mail.
• Plan and assign designated field technicians to end-user service tickets as efficiently as possible.
• Provide customer service support via phone and / or e-mail.
• Communicate with other coordinators and teammates effectively.
• Delivery outstanding end-user experience through ticket assignments and strong customer service.
• Document and manage end-user requests consistently in the IT ticketing system.
• Provide reporting from IT ticketing system as required.
• Protect the integrity and confidentiality of all end-user and ticket data.
• Attend team meetings as required.

Required Qualifications :

Preferred Qualifications :