Service Coordinator

Prime System Solutions; Islamabad; Remote; PKR 1,339,000 - 2,009,000; Full time

Job summary

Prime System Solutions is hiring a Service Coordinator to support a US-based MSP. You will manage a high-volume queue of service tickets, match requests with field engineers, and schedule work while keeping customers informed.

This role emphasizes fast turnaround, clear client communication, and accurate ticket notes in the PSA system. You will work US Eastern Time hours and coordinate with the Project Coordination team as needed.

Qualifications

• Experience in service coordination, dispatch, or helpdesk in a fast-paced setting.
• Able to work US Eastern Time hours consistently.
• Excellent English communication, both written and spoken.
• Strong multitasking and attention to detail under pressure.
• Professional and dependable demeanor.

Responsibilities

• Manage a high-volume queue of service tickets and prioritize quickly.
• Assign and schedule field engineers and confirm availability.
• Coordinate onsite visits and book appointments with customers.
• Communicate clearly with customers by email and phone, including urgent matters.
• Maintain accurate ticket notes, statuses, and billing details in PSA.
• Escalate blocked tickets and identify tickets that could become projects.
• Collaborate with the Project Coordination team and cross-train as needed.

Skills

Service coordination

Dispatch

Customer communication

Attention to detail

Time management

Tools

ConnectWise

Autotask

Dispatch tools

Job description

Prime System Solutions is hiring a Service Coordinator for a US-based managed IT services provider (MSP). You will join a small core team that keeps the client's service operations moving. Unlike project coordination, this role works ticket by ticket: a high volume of small, quick-turnaround jobs. You will match each request with the right field engineer, schedule the work, and keep the customer informed until it's done. The role is revenue driven: every ticket you move forward is billable work delivered.

Key Responsibilities:

• Manage a high-volume queue of service tickets, and prioritize and turn them around quickly.
• Assign and schedule field engineers and local resources to each ticket, and confirm availability and logistics.
• Coordinate onsite visits and small tasks with customers: book appointments, confirm access, and follow up after completion.
• Communicate clearly and professionally with customers by email and phone, including during urgent or difficult situations.
• Keep ticket notes, statuses and time and billing details accurate in the PSA and ticketing system.
• Escalate blocked or at-risk tickets, and spot work that should become a project.
• Work with the Project Coordination team, and help cover and cross-train as needed

Requirements

• Able to work US Eastern Time hours consistently.
• Excellent written and spoken English, including confident client-facing communication.
• Experience in service coordination, dispatch, helpdesk or service desk coordination, scheduling, or a similar fast-paced coordination role.
• Able to juggle many small tasks at once, with quick turnaround and strong attention to detail.
• Professional, dependable and calm under pressure.

Nice to have:

• Experience at an MSP or IT services company, or with tier-1 support or service desk operations.
• Familiarity with PSA or ticketing tools (e.g., ConnectWise, Autotask) and dispatch or scheduling tools.
• Some project coordination experience, which helps with scheduling structure.
• No hands-on technical work is required.
• You will coordinate field resources, not perform the technical work.