Service Coordinator

5 days ago

Islamabad, Islamabad, Pakistan Inbox Business Technologies Full time 1,200,000 - 2,400,000 per year

Inbox Business Technologies is looking for a dedicated Service Coordinator to join our team. The Service Coordinator will play a crucial role in managing service level agreements (SLAs) and ensuring the consistent delivery of high-quality IT services to our customers. This position involves close collaboration with both internal teams and external partners to monitor and report on service performance, and to implement strategies for improvement.

Responsibilities
  • Coordinate and manage daily IT support operations and service requests.
  • Act as the primary point of contact between users, technical teams, and vendors.
  • Monitor incident tickets to ensure compliance with defined SLA (Service Level Agreements).
  • Track, prioritize, and escalate unresolved issues to appropriate technical teams.
  • Schedule and coordinate on-site or remote support activities.
  • Maintain detailed records of service requests, incidents, resolutions, and performance metrics.
  • Generate regular service performance reports and provide insights for improvement.
  • Assist in capacity planning, resource allocation, and workflow optimization.
  • Support IT audits, asset management, and documentation of IT processes.
  • Facilitate communication between end-users and technical staff, ensuring transparency and timely updates.
  • Contribute to the continuous improvement of IT service management (ITSM) processes.
Requirements
  • Bachelor's degree in BCS, BS IT, BSC
  • 3-5 years of experience in service coordination or related field
  • Strong organizational and coordination skills.
  • Excellent verbal and written communication.
  • Ability to multitask and manage priorities under pressure.
  • Familiarity with ITIL practices and service management frameworks.
  • Good understanding of IT infrastructure, systems, and support tools.
  • Proficiency in using ticketing systems (e.g., ServiceNow, Jira, Remedy).
  • Strong analytical and problem-solving skills.
  • Customer-focused mindset with a proactive approach to issue resolution.

    Physical Demands:
  • The Service Coordinator may be required to sit for extended periods of time

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