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Ticket Coordination: Ensures tickets progress efficiently from intake through assignment and resolution by combining strong triage, communication, and coordination practices.

Organization & attention to detail: Maintains accurate ticket details, schedules, notes, and status updates.

Communication & coordination: Communicates clearly with clients and internal technical teams; sets expectations and confirms next steps.

Customer service: Uses active listening and professional support habits to maintain customer confidence.

Technical aptitude: Understands key IT concepts sufficiently to route work appropriately and translate information between technical and non-technical audiences.

Quick-fix support & billable contribution: Resolves eligible quick fixes for clients when appropriate to improve turnaround time and support billable utilization, while maintaining dispatch and SLA responsibilities.

Composure under pressure: Prioritizes effectively in a fast-paced environment while meeting deadlines and SLAs.

Adaptability: Responds positively to shifting priorities, incidents, and changing client needs.

Self-starter & initiative: Works proactively with minimal direction; takes ownership to drive tickets and communications forward.

Service delivery improvement focus: Identifies areas of improvement across service delivery based on customer needs (process gaps, recurring issues, handoff friction) and escalates recommendations to strengthen outcomes.

Provide clear status updates to clients regarding ticket progress, next steps, and expected timelines.

Maintain a high level of customer satisfaction through timely, professional, and responsive communication.

Identify areas to improve the client experience based on day-to-day interactions, recurring questions, and feedback; recommend adjustments to communication, intake, and follow-up practices.

Support clients in using service delivery tools/systems (e.g., portals) and reinforce standard support processes.

Function as a liaison between clients, technical staff, and vendors to ensure accurate information exchange and smooth handoffs.

Develop and maintain positive working relationships with clients, technical staff, and vendors.

Coordinate scheduling constraints, site access requirements, and dependencies that impact service delivery.

Manage incoming service requests/tickets to ensure accurate categorization, prioritization, and timely progression from intake through assignment. 

Perform eligible quick fixes when appropriate and document work/time accurately, while maintaining dispatch coverage and SLA responsiveness.

Escalate repeat issues to the appropriate technical lead or Service Delivery Manager, documenting trends and impact to drive root-cause resolution and prevent recurrence.

Coordinate scheduling and dispatching of work to internal technical staff (and vendors when applicable) to support SLA compliance.

Monitor ticket status and service progress; proactively identify delays, aging tickets, or SLA risk and take appropriate action (re-dispatch/escalate)

Report to the Service Delivery Manager on service delivery metrics, client feedback, and operational issues impacting delivery.

Generate and maintain reports on SLA adherence, performance trends, ticket volumes, and improvement opportunities.

Identify opportunities for process improvement to increase efficiency, quality, and customer experience; participate in quality assurance and service improvement initiatives.

Conduct research on tools, systems, and technologies that may improve service delivery workflows.

Complete required training and stay current on service delivery process changes, tool updates (e.g., Dynamics 365), and client standards; incorporate learnings into daily dispatch and documentation practices.

Ensure work intake, communications, and documentation follow established delivery policies, procedures, and guidelines.

Maintain accurate ticket documentation, including work notes, contact attempts, and status changes, to support auditability and continuity.

Ensure daily timekeeping is completed and accurate (ticket time entry and Payroll Wrap), aligning total time to worked hours and internal time entry expectations.

Periodically review ticketing process documentation and revise it as necessary.

Ticket triage & prioritization: Accurately categorizing issues, assessing impact/urgency, and setting priority to support SLA compliance.

Clear communication (client + internal): Setting expectations, providing concise updates, and translating between technical and non-technical audiences.

Organization & attention to detail: Strong documentation habits, accurate ticket notes, correct routing/assignment, and clean status updates.

Time management & workload coordination: Managing queues, scheduling, follow-ups, and keeping work moving without letting tickets stall.

Customer service mindset: Active listening, empathy, professionalism, and consistent follow-through.

Technical aptitude (foundational): Understanding common IT concepts/issues well enough to route correctly and ask the right intake questions.

Dynamics 365 & vendor interface awareness: Understands Dynamics 365 ticketing workflows, status/queue routing, and vendor-related interfaces to support accurate dispatching, updates, and handoffs.

Judgment & escalation discipline: Knowing when/how to escalate repeat issues, aging tickets, or high-impact incidents with proper context.

Analytical/trend awareness: Spotting recurring issues, bottlenecks, and SLA risks; using data to inform improvements.

Composure under pressure: Staying calm and accurate during spikes, incidents, or competing priorities.

Continuous improvement: Identifying process gaps and proposing changes based on day-to-day interactions and client needs. 

SLA compliance (response & resolution): Meet established response and resolution SLAs for assigned queues through accurate triage, timely dispatching, proactive follow-up, and appropriate escalation.

Billable utilization (quick-fix contribution): Maintain target billable utilization by resolving eligible quick fixes and accurately documenting billable time, without compromising dispatch responsiveness or SLA performance.

Payroll Wrap compliance: Complete Payroll Wrap daily in alignment with time entry expectations (accurate alignment to worked hours and ticket time).

Training hours (monthly): Complete at least 2 hours of assigned and role-relevant training each month by required due dates (if applicable).

Critical alert MTTR (mean time to resolution): Track and reduce time to restore service for critical alerts/incidents by ensuring rapid triage, timely escalation, and coordinated updates through resolution.

Ticket aging/backlog health: Reduction of stale tickets through timely follow-ups and accurate status updates.

Ticket reassignment rate (routing effectiveness): Track and minimize ticket reassignments after initial dispatch to improve intake quality, routing accuracy, and time-to-resolution.

Ticket re-open rate (quality indicator): Track and minimize reopened tickets within an established window after closure; review trends to improve triage accuracy, documentation quality, and resolution outcomes.

Knowledge management updates & reviews: Regularly review and update knowledge articles/process documentation based on recurring tickets and client needs; track review completion rate and timeliness of updates following identified changes.

Customer experience measures: CSAT/feedback, complaint rate, and quality of communications and documentation.