IT Service Coordinator

Responsibilities: 1. Ticket Management and Assignment:
- Review new tickets entering the service board and ensure they are appropriately assigned to available resources.
- Prioritize and schedule work based on the urgency, complexity, and service level agreements.
- Monitor ticket progress and proactively address any delays or bottlenecks to ensure timely resolution. 2. Administrative Support and Efficiency:
- Provide administrative support to the service desk team, ensuring smooth workflow and efficient operations.
- Drive efficiency initiatives and identify opportunities to streamline processes and enhance productivity.
- Maintain accurate and up-to-date documentation and records related to ticket assignments and scheduling.
- Answer incoming calls in the event technicians are unavailable, providing professional and courteous assistance.
- Maintain a high level of responsiveness and ensure timely resolution of client inquiries and requests. 4. Meeting Support and Documentation:
- Assist the Service Desk Manager in scheduling meetings, coordinating calendars, and ensuring timely attendance.
- Take meeting minutes and accurately document key discussion points, action items, and decisions.
- Support the dissemination of meeting minutes and follow up on action items as directed. 5. Performance Tracking and KPI Management:
- Collaborate with Team Leads to monitor and meet target key performance indicators (KPIs).
- Identify areas where KPIs are off track and provide guidance and support to correct deviations.
- Assist in analyzing performance metrics, identifying trends, and implementing improvement strategies. 6. Collaboration and Team Support:
- Foster positive working relationships with team members and stakeholders, promoting effective collaboration.
- Provide support and backup to Team Leads, assisting with workload management and resource allocation.
- Act as a resource for colleagues, offering guidance and sharing best practices.

Qualifications:
- 1+ year relevant experience or coursework in IT or business administration
- Prior experience in a service coordination or administrative support role is preferred.
- Strong organizational and multitasking skills, with the ability to manage priorities and meet deadlines.
- Excellent communication and interpersonal skills, with a professional and customer-centric approach.
- Familiarity with ticketing systems and understanding of service desk operations.
- Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
- Detail-oriented with a focus on accuracy and documentation.
- Ability to thrive in a fast-paced environment and work effectively under pressure. Key Measurables:
- Ticket Queue Length
- Average Time per Ticket
- CSAT
- First Call Resolution

Job Type
s: Full-time, Permanent Pay: $45,000.00-$55,000.00 per year Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program Schedule:
- 8 hour shift Experience:
- IT support or Service/Help Desk: 2 years (required) Language:
- exceptional English, both written and spoken (required) Location:
- Winnipeg, MB (required) Work

Location:
In person Application deadline: 2024-09-20 Expected start date: 2024-09-30