MyITpros is excited to introduce a new role on our service teams: the role of the Service Coordinator!
The Service Coordinator is a position we have been refining over the last couple of months to improve the efficiency of service technicians.
Why did we create the Service Coordinator role?
You might ask yourself, why create a role on a technical team that isn’t solving technical issues? The reason is that in our current set up, our technicians are tasked with a lot of other work that actually interrupts their ability to drive technical resolutions—work such as answering the phones, creating new tickets, calling users to schedule work etc.
The Service Coordinator is all about making sure the technicians spend their time helping clients instead of trying to keep up with the constant influx of new tickets coming in through phone or email. This role is critical in standardizing our service process to set tickets up for success the minute they are created.
What does the Service Coordinator do?
The success statement of the Service Coordinator is to ensure that the RIGHT person is scheduled for the RIGHT ticket at the RIGHT time. They do this by:
- Monitoring and assigning new tickets
- Following up on appointments after they’ve been completed
- Ensuring work is evenly distributed across our service teams
The most critical impact that the Service Coordinators will have on the MyITpros service delivery model is around monitoring and assigning new tickets. In the past, our technicians have assigned themselves to tickets. Now, their calendars will be built out so that the work is evenly distributed, addressed in accordance with our first in and first out rule while taking priority into account and scheduling the time for ticket work to begin on the technician’s calendar.
The most critical impact the Service Coordinators will have on our client experience is in improving communication with users. Users will know exactly when their ticket is reviewed, scheduled and rescheduled if necessary. The Service Coordinators will be working closely with the technicians to ensure appropriate communication is happening throughout the life of the ticket so that users are never left wondering when work will begin.
Who are our Service Coordinators?
We currently have two Service Coordinators supporting our teams— Jordonne Johnson (that's actually her in the photo above!) and Jess Tuttle. You can learn more about them by visiting our team page, if you haven’t already interacted with them over the phone!
The Service Coordinator role is a very critical liaison between clients and technicians that makes sure everyone is aware of the issue and its status. This will allow our technical experts to focus all of their time and energy on getting results for our clients and delivering the highest levels of service. We anticipate this will improve the overall efficiency of our operations and in turn, faster ticket resolution rates than experienced in 2020.