IT Service Delivery and Customer Service Coordiantor

We are an IT services & solutions provider serving business clients across Abu Dhabi and Dubai. We deliver IT support (AMC), Microsoft 365, cybersecurity, backup, networking, and IT projects with a process-driven, customer-first approach.

We are hiring a detail-oriented, self-driven IT Service Delivery & Customer Service Coordinator to manage day-to-day operations and service delivery: handling customer support, managing support tickets, scheduling and coordinating the team, reporting, and driving follow-ups to closure.

Key Responsibilities

• Act as the single point of contact for clients for all support and project matters.
• Triage new tickets (helpdesk email, client WhatsApp groups), set priority/owner/ETA, and assign to onsite/remote/ELV.
• Build and maintain the dispatch board and shared calendar; coordinate engineer routes/slots and site visits.
• Publish next-day schedule daily by 4:00 pm; notify any reschedules at least 30 minutes in advance.
• Ensure every ticket has a next action and ETA; update after each work block; monitor SLA timers and escalate early.
• Create/manage child tickets; keep the back-job queue within 3 days.
• Send acknowledgments, ETAs, progress and resolution notes; keep stakeholders informed on delays/escalations.
• Obtain written confirmation after each resolution; trigger and capture CSAT/feedback.
• Prioritize AMC clients; track PM schedules (AMC/ADHICS/ADMCC); prepare monthly AMC reports/packs; plan quarterly reviews.
• Maintain daily/weekly dashboards (SLA met, aged tickets, backlog, utilization); verify timesheets vs tickets; share AMC/project profitability snapshots.
• Own completeness and accuracy of all job records, documentation, trackers, and checklists end-to-end.
• Document resolutions; maintain Desk KB articles; continuously improve SOPs and service quality.
• Work with Sales Coordinators (handoffs, quotes-to-jobs, client updates), Finance (billable time/invoicing), and Procurement/Logistics (parts, deliveries, closures).
• Answer/route the centralized phone number and shared inbox; prepare official client correspondence and ops reports.
• Attend key client meetings, acceptance/handover, and escalations; verify job completion quality and documentation when required.

Requirements

• Dynamic & self-motivated with a strong customer service mindset.
• Minimum 2 years in a similar role (service coordination/operations), preferably in an MSP/IT services environment.
• Excellent English (written and spoken); professional phone and email etiquette.
• Strong problem-solving ability; able to work independently and collaboratively.
• Proven reliability, ownership, and follow-through.
• Excellent organization and multitasking with high attention to detail.
• Effective time management; can plan the day and meet deadlines.
• Proficiency in Microsoft 365 (Excel, Outlook, Teams, Word, SharePoint).
• Familiarity with ticketing systems (Zoho Desk/Autotask/ConnectWise or similar).
• Composed under pressure; client-facing, well-presented, and professional.
• Quick learner; adaptable to new tools and processes.
• Strong interpersonal skills to coordinate across sales, finance, procurement, and engineering.
• Accurate administrative/documentation handling with confidentiality.

Job Types: Full-time, Permanent

Pay: AED3,000.00 - AED4,000.00 per month

Application Question(s):

• Where are you currently located & what is your current visa status?

Experience:

• IT Service coordinator: 2 years (Required)
• handing schedules and manging a team: 2 years (Required)
• Handling emails & enquiries: 2 years (Required)
• Ticketing system : 2 years (Required)

Language:

• English (Speak, Read, Write) (Required)

Willingness to travel:

• 75% (Required)