Service Operations Coordinator

vTech Solution

Job Summary:

The Service Operations and Asset Coordinator is responsible for managing the intake, prioritization, and dispatch of service tickets while maintaining accurate asset and operational records. This role ensures smooth coordination of maintenance schedules, parts management, and reporting activities to support efficient IT service delivery across multiple sites.

Responsibilities:

Monitor service intake channels and create complete ticket records.
Validate ticket categorization, priority, location, user, asset, and business-impact data.
Assign and dispatch tickets to appropriate technical resources.
Track priority incidents, aged tickets, pending approvals, and vendor cases.
Schedule maintenance, onsite visits, deployments, and change activities.
Maintain asset, warranty, parts, assignment, and location records.
Coordinate replacement parts availability and authorized procurement.
Prepare weekly operational and monthly service reports.
Maintain knowledge articles, standard procedures, and contact records.
Support invoice reconciliation with tickets, hours, parts, and work acceptance.
Track technician availability and backup coverage.
Escalate SLA risks to the Service Delivery Manager.
Coordinate ticket closure and customer confirmation.

Required Skills & Certifications:

ITSM or ticketing-system administration.
Incident and service-request coordination.
Dispatch and scheduling.
Asset and configuration record management.
SLA tracking and operational reporting.
Excel, reporting, and data-quality controls.
Parts, warranty, and vendor-case coordination.
Customer communication and documentation.
Minimum three years experience in IT service operations, service desk, dispatch, or asset coordination.
Experience creating operational reports and managing ticket quality.
Experience supporting a multi-site environment.

Preferred Skills & Certifications:

ITIL 4 Foundation certification.
IAITAM or comparable asset-management certification.
CompTIA technical certification.

Special Considerations:

Escalation of SLA risks to management requires vigilance.
Coordination across multiple sites and vendors.
Support for invoice reconciliation tied to service tickets and parts.

Scheduling:

Work schedule aligned with service intake and dispatch needs, potentially covering multi-site operations.
May require coordination of technician availability and backup coverage.

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Vacancy posted 5 days ago

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