Service Coordinator (US MSP) at Prime System, Islamabad

Prime System Solutions is a managed IT services company that supports US clients from its offices in Islamabad and Lahore. Its Service Coordinator keeps a US client's service operations moving, ticket by ticket.

Key responsibilities

• Manage a high-volume queue of service tickets, and prioritize and turn them around quickly
• Assign and schedule field engineers and local resources to each ticket, and confirm availability and logistics
• Coordinate onsite visits and small tasks with customers: book appointments, confirm access, and follow up after completion
• Communicate clearly and professionally with customers by email and phone, including during urgent or difficult situations
• Keep ticket notes, statuses and time and billing details accurate in the PSA and ticketing system
• Escalate blocked or at-risk tickets, and spot work that should become a project
• Work with the Project Coordination team, and help cover and cross-train as needed

Requirements

• Able to work US Eastern Time hours consistently
• Excellent written and spoken English, including confident client-facing communication
• Experience in service coordination, dispatch, helpdesk or service desk coordination, scheduling, or a similar fast-paced coordination role
• Able to juggle many small tasks at once, with quick turnaround and strong attention to detail
• Professional, dependable and calm under pressure

Nice to have

• Experience at an MSP or IT services company, or with tier-1 support or service desk operations
• Familiarity with PSA or ticketing tools and dispatch or scheduling tools
• Some project coordination experience, which helps with scheduling structure
• No hands-on technical work is required

Location and schedule

• Islamabad
• Full-time

Salary and benefits

The posting does not give a salary figure.

How to apply

Apply on the company's own site.