Service coordinator (Ticket handling)

About Netovo Group

Netovo Group is a proactive Managed Service Provider (MSP) delivering reliable, secure, and scalable IT solutions for business customers across multiple industries. We specialize in infrastructure support, cloud services, backup & disaster recovery, monitoring, and end-user support.

Our team operates in a fast-paced, SLA-driven environment where service quality, clear communication, and operational excellence are the foundation of everything we do. We are growing and looking for a highly organized and customer-focused Service Coordinator to join our service delivery team.

Position Overview

The Service Coordinator plays a key role in managing the lifecycle of service tickets, ensuring timely response, proper prioritization, efficient dispatching, and clear communication between clients and technical teams.

This role is ideal for someone who thrives in a high-volume MSP environment, is process-driven, detail-oriented, and committed to outstanding customer service.

Key Responsibilities

• Monitor and manage incoming service requests via the ticketing system, email, and phone
• Accurately categorize, prioritize, and assign tickets according to impact, urgency, and SLA
• Dispatch tickets to the appropriate engineers or field technicians
• Ensure all tickets contain complete and accurate information
• Track ticket progress and follow up to meet response and resolution targets
• Act as the primary coordination point between clients and the technical team
• Provide timely and professional status updates to customers
• Escalate incidents in accordance with internal procedures and escalation matrix
• Coordinate scheduling, onsite visits, and resource availability
• Validate resolution details and close tickets upon customer confirmation
• Maintain high data quality for reporting, billing, and compliance
• Assist in generating service performance and SLA reports
• Identify recurring issues and help improve service workflows and processes
• Support incident, request, and change management activities

Required Experience

• 1+ years of experience in a service desk, help desk, dispatch, NOC, or service coordination role
• Experience working in an SLA-driven environment
• Hands-on experience with professional ticketing systems (e.g., Autotask, ServiceNow, Zendesk, Atera, Jira, or similar)
• Proven customer service and client communication experience
• Experience coordinating with technical teams and managing ticket queues

Required Skills

Service & Technical

• Strong understanding of the ticket lifecycle and prioritization principles
• Basic knowledge of IT infrastructure (workstations, users, networks, Microsoft 365, hardware)
• Ability to quickly learn new systems and internal workflows
• Experience with reporting tools and Microsoft 365 (especially Outlook and Excel)

Communication & Coordination

• Excellent written and verbal communication skills
• Ability to translate technical updates into clear, customer-friendly language
• Strong stakeholder and expectation management
• Professional email and chat communication

Organizational

• Strong multitasking and time-management skills
• High attention to detail and documentation accuracy
• Ability to work in a fast-paced, high-volume environment
• Strong prioritization and decision-making abilities
• Process-oriented with a focus on consistency and quality

Personal Attributes

• Proactive, responsive, and highly organized
• Customer-first mindset
• Stress-resilient and able to manage urgent situations
• Strong sense of ownership and accountability
• Team player with a collaborative approach
• Problem-solver with a continuous improvement mindset