Services Coordinator

• Triage & Routing: Receive, assess, and prioritize requests from phone, email, and client portals; create/update tickets with clear, client‑friendly notes.
• SLA Stewardship: Monitor SLAs and proactively follow up so requests stay on track; keep clients informed until closure.
• Escalations & Handoffs: Apply the routing matrix and provide complete context (impact, priority, steps tried, logs) to Tier 1/2/3.
• Monitoring & Daily Checks: Review scheduled jobs/dashboards (backups, integrations, key health signals) and raise incidents when thresholds breach.
• Quality Documentation: Capture steps to reproduce, environment details, and outcomes; contribute to internal knowledge articles/runbooks.
• Coordination with Internal IT: Coordinate internal endpoint or access tasks with the Internal IT team (you may also perform some desktop support in support of career growth).
• Process Improvement: Suggest workflow tweaks and help keep runbooks current.
• Learning & Growth: Complete an onboarding path (ITSM basics, ticket hygiene, communication standards).

 Minimum Qualifications:

• Basic understanding of ITSM concepts (incident vs. request, priority, SLA).
• Demonstrates a proactive commitment to personal growth, continuous learning and professional development.
• Excellent client communication skills (clear writing, active listening, de‑escalation, sensitive situations).
• Organized and reliable with the ability to prioritize; comfortable juggling multiple requests with follow‑through.
• Demonstrates discretion and sound judgment in handling sensitive information
• Ability to learn enterprise apps/ERPs and follow structured procedures.
• Working knowledge of MS Office Suite
• Detail oriented with proactive, problem-solving mindset 
• Demonstrated ability to work independently and as part of a team
• Commitment to delivering high-quality work and continuous improvement

Preferred Education & Experience :

• Exposure to helpdesk tools (e.g., ConnectWise, Jira, Zendesk, or ServiceNow).
• Familiarity with Cloud technologies, IT Support, ERP, or EDI concepts.
• Interest in Linux, databases (e.g., Progress/OpenEdge), or cloud foundations.
• ITIL Foundations (or willingness to obtain)