Found Description
The Service Coordinator is responsible for managing the lifecycle of incidents, changes, and tasks to ensure optimal human capacity utilization and adherence to contractual Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). This role involves driving ticket management, quality review activities, and providing technical and administrative support to infrastructure and systems, all while adhering to IT industry best practices such as ITIL and ISO 20000.
Key Responsibilities
- Validate incident, change, and task details for accuracy and completeness, eliminating duplication.
- Ensure all outstanding tickets have daily, valid updates in the Service Management system.
- Escalate non-compliance failures and inform Engineers of incident details, site, and SLA due dates.
- Assign incidents to the appropriate support group within 15 minutes of receipt.
- Update the Service Management System work info field with ac...