Service Delivery Coordinator-Field Services
Core
Triage ICT incidents and service requests, coordinate between customers and field engineers, and manage ticket workflows to ensure SLA compliance.
Role type
Service Delivery Coordinator (ICT Operations)
Builds
ICT service delivery operations and incident resolution workflows
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
ICT incident triage, customer communication, ticket management, SLA monitoring, process adherence, coordination of onsite support, documentation, escalation management
Preferred skills
ITIL knowledge, ITSM platform experience, continuous improvement identification
Responsibilities
Triage incoming ICT incidents and service requests, review ticket information and engage customers for missing details, determine appropriate support pathways, coordinate work between customers and field engineers, monitor ticket age and SLA requirements, maintain accurate ticket notes and records, identify recurring issues and process gaps
Seniority
Individual Contributor, operational level
