Job Title: Service Coordinator
Branch: Core
Reporting to: Service Desk Operations Manager
Type: Permanent, Full-Time
Status: Open

ROLE SUITABILITY

This role is great for anyone seeking to progress from a frontline role at CodeBlue as a next step in their career.
The role will be working closely with the Service Desk Leadership team. If you could see yourself becoming a Business Analyst in the future, this role could be a great stepping stone.

ABOUT THE ROLE

The Service Coordinator role is a key position in ensuring our Service Desk is meeting Service Level Agreements with our customer base. The primary focus of this role is ensuring tickets are assigned according to the SLA of our customers, skill levels and availability of Service Desk via the email queue.
The Service Coordinator maintains and manages rostering and advises when any changes need to be made to shift times aligning with maintaining exceptional service to our customers and our business needs.
The Service Coordinator will be reviewing and maintaining all daily and monthly reporting on the Service Desk.

PRIMARY DUTIES

• Categorizing email queue tickets and assigning based on SLA
• Maintaining Service Desk rosters
• Maintaining Service Desk reporting
• Communicating customer outages sent to Service Desk email queue
• Identifying and reporting trends