IT Service Desk Coordinator - Client: Managed IT Services

Department: Boutique Client

Employment Type: Freelance

Location: LatAm - Colombia

Reporting To: Client via Magic

Compensation: $5.00 / hour

DescriptionAbout the ClientOur client is a well-established technology solution provider serving the Atlanta market since 2005. They specialize in delivering comprehensive managed IT services, including network security, cloud computing, and data backup solutions to businesses. With a commitment to responsive service and clear communication, they've built a reputation for resolving IT challenges efficiently while maintaining high customer satisfaction standards.
\nWhy this role exists
This position serves as the critical link between our client's technical team and their customers, ensuring smooth operation of their managed IT services. The role exists to maintain service quality through proactive ticket management, streamline communication between technicians and clients, and support the operational efficiency of the IT service delivery team. By managing the service desk workflow, this position enables technicians to focus on technical resolution while ensuring customers receive timely updates and consistent support.

The Impact you’ll makeService Desk Management\nMonitor and manage ticket queue in Connectwise system\nEnsure tickets are acknowledged and addressed within SLA timeframes\nCoordinate with technical team for ticket updates and escalations\nConvert email support requests into properly categorized tickets\nCustomer Communication\nProvide timely updates to clients on ticket status\nEnsure clear communication between technical team and customers\nManage calendar invites for technical appointments\nCoordinate with carriers for network-related issues\nQuality Assurance\nReview ticket statuses and follow up on overdue items\nEnsure proper company assignment in ticket system\nMonitor after-hours tickets for next-day follow-up\nTrack and update customer installation projects\nAdministrative Support\nAssist with monthly invoicing and collections\nMaintain customer installation project spreadsheets\nSupport accounting team with regular billing tasks\nManage documentation for new customer setups\n

Skills, Knowledge and ExpertiseRequired:\n2+ years of experience in service desk coordination or similar role\nProficiency in ticket management systems (Connectwise experience preferred)\n\nStrong understanding of basic IT concepts and terminology\nExperience with Microsoft Office suite\nBackground in customer service or technical support\nWFH Set-Up:\nComputer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.\nInternet speed of at least 40MBPS\nHeadset with an extended mic that has noise cancellation and a webcam\nBack-up computer and internet connection\nQuiet, dedicated workspace at home\n\n\nYour Superpowers:\n

\nYou should apply if… \nYou're passionate about technology and problem-solving\nYou enjoy helping customers succeed\nYou have strong analytical abilities\nYou're detail-oriented and thorough\nYou can explain technical concepts clearly\nYou thrive in a fast-paced startup environment\nWhat to expect...\nTechnical aptitude with ability to understand IT concepts\nExceptional organizational and time management skills\nStrong attention to detail and follow-through\nExcellence in written and verbal communication\nAbility to prioritize and manage multiple tasks simultaneously\nProblem-solving mindset with proactive approach\nProfessional demeanor with a customer-service orientation\nWork Setup:\nRemote position\nMust have a reliable internet connection and a quiet workspace\nRequired to provide own computer with Intel Core i5 or something similar or higher operating system\nWorking Hours:\nMonday to Friday from 8 AM to 5 PM EST (Eastern Standard Time)\n40 hours per week\nCompensation:\n$5 per hour\nNo benefits package included\n

Benefits