Service Coordinator

Purpose of Position

To support the Service Delivery Manager in the smooth day-to-day running of Comwire IT’s service delivery function. The Service Coordinator is the central coordination and administration point for the service desk, responsible for triaging incoming requests, coordinating client onboarding and offboarding, and keeping our systems, documentation, and reporting accurate and up to date. Working closely with the L1 Helpdesk and L2 Technical teams, this role ensures work reaches the right people at the right time, clients are kept informed, and service is delivered within SLA’s. Living and influencing our brand values, this role plays a key part in delivering a consistent, organised, and memorable client experience.

Main Duties and Responsibilities

Support the Service Delivery Manager

• Provide day-to-day administrative support to the Service Delivery Manager, including managing follow-ups, actions, and correspondence with internal teams and clients.
• Prepare regular service delivery reports, including SLA performance, ticket volumes, customer survey (CSAT) results, and other KPIs as required.
• Coordinate and schedule client service reviews and internal team meetings, including preparing agendas, taking minutes, and tracking actions through to completion.
• Maintain service delivery records such as the after hours on-call roster, leave calendars, and client contact lists, in conjunction with the L1 Helpdesk Team Lead and L2 Technical Lead.
• Ensure client agreements and service scope information are accurately reflected in our PSA/CRM system.

Ticket triage and scheduling

• Monitor incoming service requests across all channels (phone, email, and portal) and ensure they are logged, categorised, and prioritised correctly.
• Triage tickets and assign them to the appropriate L1 or L2 resource based on SLA, priority, availability, location, and technical ability, in conjunction with the L1 Helpdesk Team Lead and L2 Technical Lead.
• Schedule onsite visits and technician bookings, confirming appointments and requirements with clients.
• Monitor the service board and SLA timers, proactively flagging tickets at risk of breaching SLA to the relevant Team Lead.
• Follow up with technicians and clients on open, stalled, or waiting tickets to keep work moving and clients informed.
• Review closed tickets to ensure accurate notes, time entries, and resolution details are recorded.

Client onboarding and offboarding

• Coordinate the onboarding of new clients, from handover by the Sales team through to go-live, working with the technical teams to schedule tasks and track completion against the onboarding checklist.
• Coordinate client offboarding in a timely and professional manner, ensuring all handover, access removal, documentation, and finance requirements are completed.
• Act as a point of contact for clients during onboarding and offboarding, communicating timelines and following up on requests for information.
• Coordinate client user on/offboarding requests, ensuring they are received with the required information and approvals and are actioned on time.
• Ensure client documentation in IT Glue is complete and meets Comwire IT minimum standards following onboarding, and audit it on an ongoing basis.
• Liaise with the Sales and Finance teams to ensure agreements, billing, and client records are set up and closed off correctly.

Encourage and support a culture of continuous improvement

• Document, maintain, and improve service delivery processes and checklists, including onboarding, offboarding, and triage procedures.
• Identify recurring issues or inefficiencies in service desk workflows, and provide recommendations for improvement to the Service Delivery Manager.
• Assist with maintaining the PSA/ticketing system setup, such as ticket types, templates, and workflows.

Other Duties

• Act as backup for inbound phone calls and the service desk queue during peak periods.
• Assist with coordinating hardware and software purchasing for client requests, liaising with suppliers and the Finance team.
• Document all customer interactions in our Customer Relationship Management (CRM) system.
• Other ad hoc administrative tasks as directed by the Service Delivery Manager.

Skills & Competencies  

• Communication: The ability to communicate clearly and concisely, varying communication style depending upon the audience.
• Attention to detail: Excellent attention to detail and written skills when communicating with others, both internally and externally.
• Time management: Ability to manage competing priorities, accomplish objectives within the time frame given, and carry out administrative duties in an efficient and timely manner.
• Customer focus: A professional, calm, and helpful manner with clients, especially when managing urgent or escalated requests.
• Solutions focused: The ability to think outside the box and identify ways to make processes simpler and more efficient.
• Inclusive: Willingness to assist and support others as required within a team environment.  
• Transparency: Communicate freely and effectively and is open to feedback on performance. 
• Approachability: Receptive to others views and happy to assist other employees when needed 
• Passionate: Encourages others and always bring their best self to work. 
• Accountable: Owning situations and outcomes.

Technical Skills & Experience

• 2+ years of experience in a coordination, administration, or service desk role, ideally within an MSP or IT services environment (essential).
• Experience using a PSA/ticketing system (e.g. ConnectWise, Autotask, HaloPSA) and IT documentation platforms such as IT Glue (highly desirable).
• Understanding of IT service management concepts such as SLAs, ticket priorities, incidents, and service requests.
• Basic technical knowledge, enough to understand and categorise common support requests (e.g. Microsoft 365, user accounts, devices).
• Strong proficiency with Microsoft 365 applications, particularly Outlook, Excel, Teams, and Word.
• A current driver’s license (desirable).
• Certification/experience in the following highly desired but not essential:
• ITIL Foundation
• Certificate/Diploma in Business Administration, Information Technology, or similar.