ITSM Coordinator
AbacusMLOps and company
RemoteMid
Tiger Global Management
Coatue
Index Ventures
Khosla Ventures
Alkeon Capital
Decibel Partners
Operations & Strategy
About the role
TL;DR
Coordinates service tickets, manages dispatches, and monitors ticket flow for efficient IT service delivery.
- •The ITSM Coordinator ensures smooth service ticket handling, focusing on triage, dispatch coordination, and monitoring ticket flow to maintain efficiency and quality.
- •This role is key in coordinating between internal teams and clients for excellent service experiences.
- •Key Responsibilities Conduct triage for tickets in "Manual Review" status, assessing urgency and impact.
- •Manage the dispatch of onsite service tickets and coordinate with third-party vendors.
- •Monitor and review various ticket boards, including Spam Cleanup and Client IT Boards.
- •Review tickets marked "Client Updated" and escalate urgent updates.
- •Spot and address potentially stalled tickets by monitoring last updates and escalating as needed.
- •Requirements Associate's Degree in a computer-related field preferred. 2-4 years of customer service experience required. 1-3 years of ticket management or triage processes preferred.
- •Strong customer service orientation and excellent organizational skills.
- •Ability to type at least 50 WPM.
Required skills
JiraConfluenceSlackProject Management
Tech stack
JiraConfluenceSlack