ITSM Coordinator

Abacus; United States; On-site; USD 52,000 - 64,000; Full time

Job summary

Abacus is seeking an ITSM Coordinator to ensure smooth handling of service tickets, focusing on triage, on-site dispatches, and multi-board monitoring. You will act as a liaison between internal teams and clients, driving timely, high-quality service experiences.

Responsibilities include triaging Manual Review tickets, coordinating with third-party vendors for onsite dispatches, and escalating urgent updates as needed. Strong communication and organizational skills are essential.

Qualifications

• Associate's Degree in a computer-related field preferred.
• 2-4 years of customer service experience required.
• 1-3 years of ticket management or triage processes preferred.

Responsibilities

• Triage tickets in Manual Review status for urgency and categorization.
• Route reviewed tickets to the correct resource or team and confirm details.
• Monitor Spam Cleanup Board to reclassify mislabeled tickets.
• Dispatch onsite service tickets and coordinate with vendors.
• Dispatch tickets to Client IT Boards for routing.
• Verify resolution for Client Updated tickets and escalate urgent updates.
• Monitor unassigned P1 tickets for progress.
• Identify stalled tickets and raise follow-up in team chat.
• Check Manager Review tickets for activity and escalate if needed.
• Contact clients for Waiting on Client tickets to obtain information.
• Review application-specific tickets for proper bundling and routing.

Skills

Customer service

Communication

Organizational skills

Multitasking

Attention to detail

Phone calls

Typing 50 WPM

Desk work

Education

Associate's Degree in a computer-related field

Job description

Overview

The ITSM Coordinator is responsible for ensuring the smooth handling of service tickets, focusing on triage, coordinating on-sites and other miscellaneous dispatches, and monitoring multiple boards to maintain ticket flow. This role requires attention to detail, timely communication, and proactive problem-solving. ITSM Coordinators serve as a key point of coordination between internal teams and clients, aiming to support the delivery of efficient, high-quality service experiences.

Duties And Responsibilities

• Conduct triage exclusively for tickets in the \"Manual Review\" status, assessing urgency, impact, and appropriate categorization.
• Ensure these tickets are properly reviewed and routed to the correct resource or team, and confirm all necessary details are present for efficient follow-up.
• Monitor and review the Spam Cleanup Board regularly to identify and reclassify any tickets that were mislabeled or incorrectly filtered.
• Manage the dispatch of onsite service tickets, collaborating with third-party vendors to ensure precise and efficient scheduling.
• Dispatch tickets designated to Client IT Boards, ensuring accurate and efficient routing.
• Review all tickets marked as \"Client Updated\" to confirm the resolution is clear, a resource is assigned, and any urgent updates are escalated to the appropriate team.
• Monitor unassigned P1 tickets to verify they are progressing as expected.
• Spot potentially stalled tickets by sorting by Last Update. If unassigned, raise the issue in the team chat and suggest a future review time. If assigned, ensure the next steps are scheduled or help determine a follow-up.
• Check tickets in Manager Review status to verify managerial assignment. If there's no activity within 2 days, leave a note in the ticket and escalate via Teams if necessary.
• Reach out to clients via phone and email for tickets marked \"Waiting on Client\" to obtain required information.
• Review application-specific tickets to ensure they're properly bundled, prioritized, and routed.

Qualifications And Experience

• Associate's Degree in a computer-related field preferred.
• 2-4 years of customer service experience required.
• 1-3 years of ticket management or triage processes preferred.

Knowledge, Skills, And Abilities

• Strong customer service orientation and communication skills.
• Excellent organizational and multitasking skills.
• High attention to detail and ability to manage shifting priorities.
• Comfortable calling clients to coordinate or follow up on service tickets.
• Ability to type at least 50 WPM.
• Capable of sitting at a desk and using a computer for prolonged periods.

Attributes That Will Drive Success

• Proactive problem-solving and a focus on timely resolution.
• Ownership and accountability in work.
• Commitment to continuous improvement and process efficiency.

Job Schedule

8:30-5:30 PST Mon-Fri