IT Service Coordinator: MSP Support & Ticketing

Intelligent Technical Solutions; Philippines; On-site; PHP 339,000 - 424,000; Full time

Benefits offered by this job

Comprehensive Health Plans / HMO (Emp/

Life Insurance

Flexible Benefit Reimbursement (Dental

Paid Time Off

Maternity/Paternity Leave

Paid US Holiday

Night Shift Bonus Salary Advancement/

Health & Wellness Program

Company-paid training and certif

Job summary

Intelligent Technical Solutions is seeking a Service Coordinator to manage tickets, schedule onsite resources, and ensure service flows smoothly across the Service Department. You will handle client communications by phone and email, triage tickets, and use ConnectWise to coordinate with internal teams.

The role requires strong communication, at least 6 months of customer service experience, and excellent English; PH applicants may need an NBI clearance.

Qualifications

• 6+ months of Customer Service Experience.
• Excellent command of English (spoken and written).
• Strong written and verbal communication skills.
• Culturally fit and able to pass assessments.
• Able to provide NBI Clearance (PH applicants).

Responsibilities

• Answer incoming calls and coordinate support tickets while ensuring coverage and client satisfaction.
• Triage tickets properly by ensuring contacts, types, subtypes, priority, resource, and detailed ticket summary.
• Adherence to Standard Operating Procedures (SOPs) relating to ticket creation.
• Coordinate dispatch of onsite resources as needed.
• Follow procurement process with incoming equipment for service tickets.
• Auditing and closure of completed tickets.
• Perform follow‑up when a client requests an update.
• Use ConnectWise to create, review and manage service tickets for the entire Service Department.

Skills

Customer service

Communication skills

Interpersonal skills

English proficiency

MSP experience desirable

Job description

Intelligent Technical Solutions is seeking a Service Coordinator to manage tickets, schedule onsite resources, and ensure service flows smoothly across the Service Department. You will handle client communications by phone and email, triage tickets, and use ConnectWise to coordinate with internal teams.

The role requires strong communication, at least 6 months of customer service experience, and excellent English; PH applicants may need an NBI clearance.