SERVICE COORDINATOR | Meridian IT Inc.
Deerfield, IL

SERVICE COORDINATOR

REPORTS TO: PMO Service Operations Manager

DATE: March 2020

SUMMARY

The Service Coordinator is responsible for assigning resources to technical support requests using internal technical teams and external business partners as appropriate. Technical support requests include managed service requests; preventative maintenance requests; contract requests; and Client emergency and Ad Hoc requests. An ability to determine the type of contract associated with incoming request and the ability to gauge severity of requests is required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Coordination

  • Schedule & manage ad hoc work
  • Schedule & manage emergency work
  • Schedule & manage business partner only engagements
  • Schedule & manage preventative maintenance requests
  • Schedule & manage GSC requests
  • Assign tickets to engineers as needed
  • Vendor services
  • Coordinate drop shipment as needed
  • Monitor "Reassigned" queue
  • Support service delivery teams
  • Approve ticket follow up and close

Business Partner / Vendor Management

  • Engage business partners to perform services
  • Scheduling & tracking business partner
  • Create PO for business partners
  • Research new business partners
  • Follow up with Business Partners for time and expenses
  • Maintain & obtain critical invoicing information
  • MIT Client invoicing for Business Partner work
  • Process approved business partner invoices for payment

Miscellaneous

  • Maintain an accurate status of all open requests
  • Perform other duties as assigned

QUALIFICATIONS

  • Accuracy
  • Excellent customer service skills
  • Excellent organizational and time management skills
  • Ability to work effectively in a team environment
  • Ability to work independently
  • Ability to handle multiple priorities and confidential information
  • Attention to detail
  • Able to demonstrate a high level of independent judgment and initiative
  • Adaptability and ability to effectively implement changes to processes
  • Excellent written and verbal communication skills
  • Comfortable learning new tools – software/processes/work flows
  • Able to work a flexible schedule

EDUCATION/EXPERIENCE

  • Proficiency in Microsoft Word, Excel and Outlook
  • Bachelor’s Degree is preferred, however strong practical experience in lieu of formal education will be considered

ABOUT MERIDIAN

Meridian IT is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.