IT Service Coordinator (US Hours) – RKISC

Main job function

Ticket Lifecycle & SLA Management:

1. Triage
2. Dispatch / scheduling
3. Closing tickets
4. MSA & tickets scope control: Agreement vs Billable
5. Quote and billing for work not covered by Agreement
6. Manage client expectations & client satisfaction
7. Identify need for and coordinating escalations
8. Procure required products

Review & Approve Time Sheet & Expense Sheets for technical team.
Service Reporting (RSV/SBR) – Managing production and delivery for client service-delivery related status reports, feeding into Client IT Scorecards, Roadmap, Budget.
Service delivery process documentation.
Client engagement, client experience, & client satisfaction.
Optimize resource scheduling for efficiency and revenue production.
Review team production capacity & utilization reports with Service Manager.
Review & manage service Agreement utilization & profitability.
New Technical Team member onboarding.
Manage major Incident Reporting workflows.
Manage Agreements (Connectwise PSA software) – create, update, remove, maintain MSA reconciliation & billing SOPs.

Qualifications
Comptia A+
Comptia N+
ITIL foundation (Or similar foundational certification)

Criteria
5 Years of experience in a service coordinator role.
Ability to work remotely.
Ability to work US hours.

Remuneration: R30’000 – R40’000

A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.