Scheduling Coordinator
IT Service Scheduling Coordinator
Job Title: Scheduler/Service Coordinator
Employment Type: Full-Time
About Us
We are a dedicated small-business IT firm, serving the St. Louis area with exceptional IT solutions and support. Our mission is to help clients maintain smooth operations by eliminating IT issues, ensuring systems remain up and running, and proactively improving their technology infrastructure. We foster a collaborative team environment where systems administrators, desktop support, help desk staff, and IT management work closely to deliver outstanding service.
Job Summary
The Scheduler is responsible for efficiently coordinating and scheduling IT service requests, ensuring optimal allocation of resources, and maintaining excellent communication with both clients and technical staff. The ideal candidate will possess strong organizational skills, a solid understanding of ticket management platforms, and proficiency with Microsoft Office products.
Key Responsibilities
- Scheduling and Coordination
- Schedule and dispatch IT technicians based on client needs, technician expertise, and service urgency.
- Prioritize and assign service requests to ensure timely resolution while optimizing resource allocation.
- Adjust schedules as needed to accommodate emergencies, cancellations, or changes in priorities.
- Ticket Management
- Utilize ticket management platforms (e.g., ServiceNow, ConnectWise, or similar) to monitor, prioritize, and track service requests.
- Ensure all tickets are properly categorized, assigned, and updated in real-time.
- Follow up on open tickets to ensure completion within agreed service-level agreements (SLAs).
- Communication and Client Relations
- Act as the primary point of contact for clients regarding scheduling updates and service timelines.
- Provide clear and consistent communication to clients about technician availability, ETAs, and potential delays.
- Handle escalations professionally and collaborate with internal teams to resolve issues promptly.
- Administrative Tasks
- Maintain accurate records of service requests, schedules, and technician availability using the company’s scheduling and ticket management software.
- Prepare reports on scheduling efficiency, technician utilization, ticket resolution times, and other key metrics.
- Manage email correspondence and documentation using Microsoft Office products.
- Collaboration
- Work closely with IT technicians, project managers, and account managers to coordinate resources for both routine maintenance and large-scale projects.
- Participate in weekly planning meetings to align schedules with company goals and client needs.
Qualifications and Skills
- Required:
- High school diploma or equivalent; Bachelor’s degree in business, IT, or related field preferred.
- 2+ years of experience in scheduling, dispatching, or a related administrative role.
- Proficiency with ticket management platforms (e.g., ServiceNow, ConnectWise, Zendesk, or similar).
- Strong knowledge of Microsoft Office products, including Word, Excel, Outlook, and Teams.
- Excellent communication and customer service abilities.
- Ability to work effectively in a fast-paced environment.
- Preferred:
- Experience in the IT or technical service industry.
- Familiarity with IT terminology and processes.
- Knowledge of SLA management and reporting.
Personal Attributes
- Detail-oriented and proactive.
- Strong problem-solving skills.
- Excellent time management and multitasking abilities.
- A team player with a positive attitude.
Benefits
- Competitive salary.
- Health, dental, and vision insurance.
- 401(k) with company match.
- Paid time off and holidays.
- Professional development and training opportunities.