IT Service Delivery Coordinator

The IT Service Delivery Coordinator is responsible for managing the entire IT service request lifecycle, ensuring strict adherence to Service Level Agreements (SLAs) regarding response time and resolution time. This role is the central hub for all incident and service request communication, focusing on coordination, escalation, and process efficiency rather than direct technical support.

Responsibilities

• Incident and Service Request Management
• Ticket Logging and Triage : Act as the single point of contact for all IT-related incidents and service requests received via phone, email, or ticketing system. Log all issues accurately and categorize / prioritize them based on severity and impact immediately upon receipt.
• Instant Response Management : Receive calls instantly and ensure all support channels maintain SLA terms of instant response time. Acknowledge requests promptly and communicate expectations to the end-user.
• Follow-Up and Tracking : Proactively follow up on all open tickets to ensure momentum is maintained by resolution teams. Maintain constant visibility into the status of all incidents to prevent breaches of SLA timelines.
• Escalation Management : Handle the escalation of incidents and service requests that are complex, critical, or approaching SLA deadlines to the appropriate specialized technical teams (Level 2 / 3) or vendor contacts. Ensure all necessary diagnostic information is attached during the escalation process.
• Service Level Agreement (SLA) Compliance
• Resolution Assurance : Monitor the progress of all open tickets to ensure resolution is provided in the agreed time frames defined within the organizational SLAs.
• Closure and Verification : Facilitate the accurate closure of tickets, ensuring the resolution is fully documented and confirmed with the end-user before finalizing the record.
• Reporting : Generate regular reports on service desk performance, focusing on key metrics like First Call Resolution (FCR) rates, response time compliance, and resolution time compliance.
• Process and Communication
• Maintain clear and professional communication with end-users regarding the status of their requests throughout the lifecycle.
• Coordinate with external IT vendors and service providers regarding service delivery and incident resolution timelines.

Qualifications

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