IT Service Triage & Dispatch Coordinator

日本アバカス株式会社; Newark (NJ); On-site; USD 44,000 - 48,000; Full time

Job summary

日本アバカス株式会社 is seeking an ITSM Coordinator to ensure smooth handling of service tickets, triage, on-site dispatches, and coordination across internal teams and clients. You will monitor multiple boards to maintain ticket flow, reach out to clients by phone and email, and escalate issues to the appropriate resource to ensure timely resolution.

Required: Associate’s degree in a computer-related field, 2–4 years in customer service, 1–3 years in ticket management; ability to type 50 WPM and stay

Qualifications

• 2-4 years of customer service experience.
• 1-3 years of ticket management or triage processes preferred.

Responsibilities

• Triage tickets in Manual Review status to assess urgency and categorization.
• Review and route tickets to the proper resource or team with all details.
• Monitor Spam Cleanup Board for misclassified/misfiltered tickets.
• Coordinate on-site service dispatch with third-party vendors.
• Dispatch tickets to Client IT Boards with accurate routing.
• Verify resolution for Client Updated tickets and escalate urgent updates.
• Monitor unassigned P1 tickets for progress.
• Identify stalled tickets and raise issues in team chat if needed.
• Check Manager Review tickets for managerial assignment and escalate after 2 days of inactivity.
• Contact clients for Waiting on Client tickets to obtain required information.
• Review application-specific tickets for proper bundling and prioritization.

Skills

Customer service

Communication

Organizational skills

Attention to detail

Typing 50 WPM

Client coordination

Education

Associate's Degree in a computer-related field

Job description

日本アバカス株式会社 is seeking an ITSM Coordinator to ensure smooth handling of service tickets, triage, on-site dispatches, and coordination across internal teams and clients. You will monitor multiple boards to maintain ticket flow, reach out to clients by phone and email, and escalate issues to the appropriate resource to ensure timely resolution.

Required: Associate’s degree in a computer-related field, 2–4 years in customer service, 1–3 years in ticket management; ability to type 50 WPM and stay