We are seeking a detail-oriented and proactive Service Coordinator/Dispatcher to join our team. This individual will serve as the critical link between our customers, end-users, and service vendors, ensuring timely and efficient resolution of service requests and incidents. The ideal candidate will excel in communication, prioritization, and coordination to maintain high customer satisfaction and smooth internal operations.

1. Service Request Management
• Monitor and triage incoming service tickets, ensuring they are appropriately categorized and assigned to the correct engineers or vendors.
• Track ticket progress and ensure timely follow-up to meet SLAs.
• Escalate high-priority or unresolved issues to the appropriate teams or leadership.
2. Coordination and Scheduling
• Schedule and coordinate service calls or meetings between end-users and engineers/vendors.
• Act as the primary point of contact for communication between customers and service teams.
• Manage calendars for service requests, maintenance windows, and vendor-related activities.
3. Documentation and Reporting
• Maintain accurate and up-to-date records of service activities, resolutions, and escalations.
• Prepare weekly or monthly reports on ticket metrics, SLA compliance, and customer satisfaction.
• Update and maintain customer profiles, infrastructure details, and escalation procedures in the system.
4. Customer and Vendor Communication
• Respond promptly to customer inquiries about the status of service requests or incidents.
• Work with vendors to ensure smooth service delivery and resolve issues collaboratively.
• Provide customers with regular updates on ticket progress and resolution timelines.
5. Process Improvement
• Identify trends or recurring issues from service tickets and recommend improvements to reduce ticket volume.
• Collaborate with the service team to optimize workflows and enhance the customer experience.
  
  

• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Familiarity with ticketing, documentation & reporting systems (e.g., ConnectWise, IT Glue and Brightgauge) and basic IT terminologies.
• Problem-solving mindset with attention to detail.
• Proficiency in Microsoft Office Suite or similar tools.
• Experience in an MSP environment or IT services is a plus.