Job Requirements
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Skills
Job description for IT Service Delivery Coordinator (Remote) at Evernet Systems Pte Ltd
- Use our PSA/Ticketing System to manage and monitor all Client-facing activity
- Schedule and Assign the Work-Load Across our Team so they are working efficiently
- Continually look for ways to better do what we do with our Ticketing System
- Make sure that we are meeting our Internal SLAs and any SLAs we have with Clients
- Make sure nothing slips through any cracks and if it does, stop it from happening again
- Extract KPIs and other Reports for the Team
- Create and be Accountable to Regular Reporting to the Leadership Team
- Manage client expectations to ensure that the Team can deliver on what is promised
- Improve customer service, perception and satisfaction
- Report the utilization of Support resources to the Service Delivery Manager
- Coordinate & schedule the Service Team to high utilization
- Support the Team and Clients with any unusual/high-level issues that arise
- Escalating any unusual/high-level issues that arise to the Service Delivery Manager
- Review and approve Timesheets & Expense Reports
- Identify & Lead Initiatives to Improve on all KPIs & Performance Metrics
- Accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), Team Efficiency, Agreement Gross Margins & Team Happiness as well asintangible metrics that align with things such as our Company Core Values
- Great Communications skills, founded in being a good listener
- 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
- The ability to speak both Geek and Human
- The ability to keep up with & adapt to the fast-paced IT world
- Experience using a Ticketing system and/or PSA Tool
- Skills in Strategic & Resource Planning with an ability to think and plan ahead
- Experience handling Technical Service Tickets
- Experience and knowledge of working with the Microsoft 365 Platform
- Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
- Client Experience Certifications such as Helpdesk Habits etc.
- Experience working for a Managed Service Provider (MSP) or IT Support Business.
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