The mission of this role is to attain productive utilization of IT Ops and DevOps Team members while ensuring maximum Client Satisfaction through daily processing and scheduling of client service requests for both teams.
The Client Services Coordinator will be involved in a variety of tasks that require management of the Service Desk and Support team schedules.
The candidate will need a solid understanding of primarily Microsoft systems. High-level understanding of Identity and Access Management and Data Loss Prevention systems and practices will be expected within the first six months.
This role also requires the ability to multitask in a fast paced environment where time is measured by the minute.
This role is responsible for ensuring the smooth coordination and scheduling of our Technical Team members. Tasks include, but not limited to :
Act as the single point of contact to the Client for all types of Operations service requests
Coordination of Ops and Dev Ops team members to ensure maximum utilization of available time
Pre-process service requests as they arrive through Service Desk software
Monitor Team member schedules to ensure prompt, sufficient and accurate time entry and status updates on service requests.
Service Request, Recurring Tasks, Incident, Hand-off from US team, and Change Request management ensuring that SLA’s are achieved and client expectations are met (or exceeded).
Service transition for Clients as services are added or removed.
Report on team members lack of adherence to schedule as needed
Communication with Clients, including but not limited to : providing status updates, knowledge transfer, meetings, and incident resolution.
Ensure the Company tools and information systems are utilized correctly and relevant information is provided.
Execution and update of Company Knowledge Base information and articles when necessary.
Communicate with team lead as needed to ensure availability of work