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Form of work
SalaryWe are a leading provider of managed services, dedicated to ensuring that our clients can focus on their core business, while we manage their IT infrastructure. We pride ourselves on delivering quality, efficiency, and innovation to our clients across different industries.
Job Description:The Service Delivery Coordinator is responsible for managing our Service Delivery areas and ensuring a high level of customer satisfaction. In this role you will oversee the capturing, triaging, resolving and escalating of client requests, as well as the tracking and reporting of performance metrics.
We are seeking an individual who is passionate about creating positive customer experiences and building long-term relationships with customers and partners.
Key Responsibilities:- Managing All New and Open Customer Tickets.
- Primary intake point for customers’ requests via phone and email.
- Communicating with customers and their employees regarding status and acknowledgement of requests.
- Maintaining all open tickets in Autotask to meet SLA goals.
- Single point of coordination for assigning, scheduling, and dispatching technical resources (following SLA requirements) for Incident (reactive, break/fix) requests, both remote and on-site.
- Daily review of completed ticket Time Entry data for cleanup
- Resolve or escalate client requests to the appropriate level of support within the agreed time frame.
Skills and experience
- Great communication skills
- Experience with Autotask PSA (Ticketing System) to manage and monitor all client-facing activity.
- Experience in Scheduling and Resource Management
- IT Literate – Medium to Advanced User level
- Management & leadership experience of an IT Service Team
- A deep desire to deliver an amazing client experience
- Australian driver's license
- The ability to liaise between IT and non-IT teams
- The ability to keep up with & adapt to the fast-paced IT world
