ITSM Coordinator: Triage, Dispatch & Client Liaison

ABACUS; Butlerville (IN); On-site; USD 42,000 - 66,000; Full time

Job summary

ABACUS ITSM Coordinator role focuses on triage, coordinating on-sites, and monitoring multiple boards to maintain ticket flow. The position requires attention to detail, timely communication, and proactive problem-solving to support efficient service delivery.

As a key liaison between internal teams and clients, you will triage Manual Review tickets, route them accurately, and collaborate with third-party vendors to ensure schedules and follow-ups are precise and timely.

Qualifications

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

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 elevate 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.

Skills

Customer service

Communication

Organization

Multitasking

Attention to detail

Typing 50 WPM

Education

Associate's Degree

Job description

ABACUS ITSM Coordinator role focuses on triage, coordinating on-sites, and monitoring multiple boards to maintain ticket flow. The position requires attention to detail, timely communication, and proactive problem-solving to support efficient service delivery.

As a key liaison between internal teams and clients, you will triage Manual Review tickets, route them accurately, and collaborate with third-party vendors to ensure schedules and follow-ups are precise and timely.