Service Delivery Coordinator, Field Services

Radiologysa; Gold Coast City; Sur place; AUD 70 000 - 100 000; Plein temps

Résumé du poste

Radiologysa is seeking a Service Delivery Coordinator to join our Field Services team. You will triage ICT incidents, coordinate between customers, Field Engineers and specialist support teams, and ensure timely, accurate ticket handling in a high-volume environment.

Ideal candidates bring strong customer service, ITIL/ITSM familiarity and excellent written communication, with the ability to balance multiple tasks across national delivery teams.

Qualifications

• Strong customer service and communication skills.
• Experience in ICT service delivery or service desk.
• Ability to manage a high volume of tickets.
• Good written communication and ticket documentation.
• Knowledge of ITIL or ITSM principles advantageous.
• Experience with enterprise ticketing or ITSM platforms.

Responsabilités

• Triage incoming ICT incidents and service requests accurately.
• Review ticket information and obtain missing details from customers.
• Coordinate work between customers, COE, Field Engineers and support teams.
• Identify opportunities for immediate resolution.
• Coordinate customer and Field Engineer appointments when onsite support is required.
• Maintain clear and professional customer communication throughout the coordination process.
• Ensure tickets contain accurate, complete and actionable information before escalation or reassignment.
• Monitor ticket age, priority and SLA requirements and take action to prevent delays.
• Maintain accurate ticket notes, records and supporting evidence.
• Follow established ICT service management, triage and escalation processes.
• Manage a high volume of tickets while maintaining quality and accuracy.
• Work collaboratively with national delivery teams to support workload balancing and service performance.
• Identify recurring issues, process gaps and opportunities for continuous improvement.
• Contribute to team quality, performance and service improvement initiatives.

Connaissances

Customer service

Communication

ICT service delivery

Service desk

Coordination

Attention to detail

Ticket documentation

ITIL knowledge

ITSM platforms experience

Team coordination

Description du poste

Radiologysa is seeking a Service Delivery Coordinator to join our Field Services team. You will triage ICT incidents, coordinate between customers, Field Engineers and specialist support teams, and ensure timely, accurate ticket handling in a high-volume environment.

Ideal candidates bring strong customer service, ITIL/ITSM familiarity and excellent written communication, with the ability to balance multiple tasks across national delivery teams.