IT Service Desk Coordinator — Dispatch & Client Liaison

Business Computer Associates, Inc. (BCA, Inc.); Miami (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

BCA provides IT managed services in South Florida and seeks a Service Desk Coordinator to optimize dispatch of internal and field resources and serve as the primary client contact for service requests.

You will coordinate internal and field teams via ConnectWise, pre-process requests, schedule resources, track time entries, and keep clients informed of incident progress. Strong communication and multitasking are essential in a fast-moving environment.

Qualifications

• Basic computer and operating system knowledge.
• Interpersonal skills: telephony, communication, active listening and customer care.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: matching resources to issues.
• Understanding of IT services and support tools.
• Accurate typing for service ticket details.

Responsibilities

• Act as the single point of contact to the client for all service requests.
• Coordinate IT support groups to maximize billable resources.
• Pre-process service requests via email, manual entry, or direct input.
• Schedule internal and field resources on the ConnectWise dispatch portal.
• Monitor resource schedules to ensure prompt time entries on tickets.
• Communicate with clients about incident progress and outages.

Skills

Customer service

Communication

Multi-tasking

Time management

Technical awareness

Typing

Tools

ConnectWise

Job description

BCA provides IT managed services in South Florida and seeks a Service Desk Coordinator to optimize dispatch of internal and field resources and serve as the primary client contact for service requests.

You will coordinate internal and field teams via ConnectWise, pre-process requests, schedule resources, track time entries, and keep clients informed of incident progress. Strong communication and multitasking are essential in a fast-moving environment.