Job Description
Job Description
Position Summary
The Service Desk Coordinator will manage inbound requests from customers and will serve as the communication bridge between customers, internal engineers, and contracted technicians. You will triage new requests, schedule resources, track all labor(time) in the PSA, and keep customers informed from intake to closure. Success in this role is measured by accuracy, documentation integrity, customer satisfaction, and adherence to service‐level targets.
Core Responsibilities
Key Task Typical Activities
Ticket Intake & Triage
• Monitor inbound ticket queue for new requests or updates
• Validate issue details, priority, and SLA.
• Create or update tickets with clear scope, contacts, and site info.
Resource Dispatch & Scheduling
• Assign internal engineers or vetted third‐party techs based on skill, geography, and urgency.
• Coordinate travel logistics and part shipments when on‐site work is required.
• Adjust schedules in real time to meet SLAs.
Time & Cost Tracking
• Ensure every party logs time, materials, and expenses in ConnectWise (or equivalent).
• Verify accuracy before ticket closure and escalate discrepancies.
Customer & Stakeholder Communication
• Provide timely status updates, ETAs, and resolution summaries.
• Facilitate conference calls between customer contacts and technicians when needed.
Required Qualifications
• 1‐3 years in a help‐desk, dispatch, or service‐coordination role within an MSP, VAR, or field‐service environment.
• Proficient with a modern PSA / ticketing platform (e.g., ConnectWise Manage, Autotask, ServiceNow).
• Demonstrated organizational ability to manage open tickets and multiple schedules without missing SLA targets.
• Strong written and verbal communication skills—able to translate technical updates into customer‐friendly language.
• Willingness to work a fixed on‐site schedule.
Preferred Qualifications
• Experience coordinating third‐party contractors nationwide (travel, site access, parts logistics).
• Working knowledge of basic IT troubleshooting steps (Windows, networks, phones) sufficient to perform effective triage.
• Familiarity with KPI dashboards and service‐desk metrics (first response, MTTR, technician utilization).
• ITIL Foundation certification or comparable service‐management coursework.
• Associate’s degree in IT, Business Administration, or related field.
Company DescriptionSource 1 Solutions is a channel based global IT service provider with a presence in 118 countries. Source 1 Solutions specializes in delivery, installation and project management for projects within the unified communications, data networking, Wi-Fi, data center, physical security. RF engineering (DAS) & network security solutions. Strategically, Source 1 Solutions have established offices in the Americas, EMEA & the Asian-Pacific (APAC) territories.
Company Description
Source 1 Solutions is a channel based global IT service provider with a presence in 118 countries. Source 1 Solutions specializes in delivery, installation and project management for projects within the unified communications, data networking, Wi-Fi, data center, physical security. RF engineering (DAS) & network security solutions. Strategically, Source 1 Solutions have established offices in the Americas, EMEA & the Asian-Pacific (APAC) territories.