Service Desk Coordinator

Are you seeking a steady, long-term, full-time position with an established US-based MSP (managed IT service provider)? Would you like to work with a family-based company on the leading edge of cybersecurity? If so, we invite you to apply for our Service Desk Coordinator position.

ROLE AND RESPONSIBILITIES:
This position will be required to oversee our Autotask ticketing system and coordinate the activities of our growing service team. This position requires you to handle incoming phone calls for most of the day.

**IMPORTANT**
This position is for US CST/CDT business hours (UTC -6 / -5).

DAILY TASKS:
- Maintain the ticket queue in Autotask, our ticketing system
- Participate in the rollout of CloudRadial, our client service automation tool
- Work with our technicians daily to ensure that the issues are being addressed
- Answer incoming calls from clients and open new tickets
- Coordinate the activities of our service team to ensure client satisfaction
- Facilitate escalations to inside staff or outside vendors as needed
- Contact clients to get outstanding issues "unstuck"

POSITION REQUIREMENTS
- 1+ Years of related experience
- Excellent written and verbal communication skills in English
- Excellent Organizational and time-management skills
- Ability to Prioritize multiple tasks effectively
- Attention to detail and ability to follow instructions precisely
- A positive, cheerful, and pleasant disposition
- This is not a technical role, though familiarity with computers will be a plus

REQUIRED SKILLS
- Experience with Autotask (or a similar MSP ticketing system)
- Experience with oversight of IT technicians

PREFERRED SKILLS
- Experience with IT documentation platforms (i.e. IT Glue and/or Hudu)
- Experience with MSP ticket system (Autotask would be ++!)

HOME OFFICE REQUIREMENTS
- Dedicated, quiet area to work from
- Newer PC Hardware w/ at least 8GB RAM and i5 processor
- PC must be running Windows 10 or 11
- Noise Cancelling Headset
- Web Cam
- Reliable Internet Speed min 10Mbps
- Mobile Phone (for MFA)

BENEFITS (Commence after probation period):
- Work from Home
- Work/Life Balance
- Long-term Employment
- Be part of an appreciated tight-knit team that values your contribution
- PhilHealth Reimbursement
- SSS Reimbursement
- 13th Month Pay
- US Holidays Observed

**IMPORTANT**

To be considered for this position, respond with the following information:
1. Your Resume
2. Your experience with IT ticketing systems

Please send all communication via onlinejobs.ph (not direct email)

If I don't respond, please ensure that you followed the instructions above!