ITSM Coordinator
# ITSM Coordinator **Abacus Technology** · United States · `Remote` · `Full Time` 💼 **Уровень роли:** `Mid-level` 🕒 **Статус:** *Опубликовано: сегодня* · *Источник: Himalayas (JSON API)* --- ### Top Skills & Match 🎯 **Ключевой стек роли:** `[ITSM-Coordinator]` `[Service-Coordinator]` `[Helpdesk-Coordinator]` `[IT-Support-Specialist]` `[TicketManager]` `[ITSM-Specialist]` `[ITSM-Analyst]` --- ### About the Role Overview: The ITSM Coordinator is responsible for ensuring the smooth handling of service tickets, focusing on triage, coordinating on-sites and other miscellaneous dispatches, and monitoring multiple boards to maintain ticket flow. This role requires attention to detail, timely communication, and proactive problem-solving. ITSM Coordinators serve as a key point of coordination between internal teams and clients, aiming to support the delivery of efficient, high-quality service experiences. Duties and Responsibilities: - Conduct triage exclusively for tickets in the "Manual Review" status, assessing urgency, impact, and appropriate categorization. - Ensure these tickets are properly reviewed and routed to the correct resource or team, and confirm all necessary details are present for efficient follow-up. - Monitor and review the Spam Cleanup Board regularly to identify and reclassify any tickets that were mislabeled or incorrectly filtered. - Manage the dispatch of onsite service tickets, collaborating with third-party vendors to ensure precise and efficient scheduling. - Dispatch tickets designated to Client IT Boards, ensuring accurate and efficient routing. - Review all tickets marked as “Client Updated” to confirm the resolution is clear, a resource is assigned, and any urgent updates are escalated to the appropriate team. - Monitor unassigned P1 tickets to verify they are progressing as expected. - Spot potentially stalled tickets by sorting by Last Update. If unassigned, raise the issue in the team chat and suggest a future review time. If assigned, ensure the next steps are scheduled or help determine a follow-up. - Check tickets in Manager Review status to verify managerial assignment. If there's no activity within 2 days, leave a note in the ticket and escalate via Teams if necessary. - Reach out to clients via phone and email for tickets marked Waiting on Client to obtain required information. - Review application-specific tickets to ensure they're properly bundled, prioritized, and routed. Qualifications and Experience: - 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. Knowledge, Skills, And Abilities: - Strong customer service orientation and communication skills. - Excellent organizational and multitasking skills. - High attention to detail and ability to manage shifting priorities. - Comfortable calling clients to coordinate or follow up on service tickets. - Ability to type at least 50 WPM. - Capable of sitting at a desk and using a computer for prolonged periods. Attributes That Will Drive Success: - Proactive problem-solving and a focus on timely resolution. - Ownership and accountability in work. - Commitment to continuous improvement and process efficiency. Job schedule: 8:30-5:30 PST Mon-Fri Originally posted on Himalayas
- ITSM-Coordinator
- Service-Coordinator
- Helpdesk-Coordinator
- IT-Support-Specialist
- TicketManager
- ITSM-Specialist
- ITSM-Analyst
Наблюдалась 2026-10-16, впервые 2026-10-16, источник — Himalayas (JSON API).