Hindmarsh, South Australia 5007, Australia

Full time Permanent Associate

Description

Purpose of Position

To support the Service Delivery Manager in the smooth day-to-day running of Comwire IT's service delivery function. The Service Coordinator is the central coordination and administration point for the service desk, responsible for triaging incoming requests, coordinating client onboarding and offboarding, and keeping our systems, documentation, and reporting accurate and up to date. Working closely with the L1 Helpdesk and L2 Technical teams, this role ensures work reaches the right people at the right time, clients are kept informed, and service is delivered within SLA's. Living and influencing our brand values, this role plays a key part in delivering a consistent, organised, and memorable client experience.

Main Duties and Responsibilities

Support the Service Delivery Manager

- Provide day-to-day administrative support to the Service Delivery Manager, including managing follow-ups, actions, and correspondence with internal teams and clients.
- Prepare regular service delivery reports, including SLA performance, ticket volumes, customer survey (CSAT) results, and other KPIs as required.
- Coordinate and schedule client service reviews and internal team meetings, including preparing agendas, taking minutes, and tracking actions through to completion.
- Maintain service delivery records such as the after hours on-call roster, leave calendars, and client contact lists, in conjunction with the L1 Helpdesk Team Lead and L2 Technical Lead.




- Ensure client agreements and service scope information are accurately reflected in our PSA/CRM system.

Ticket triage and scheduling

- Monitor incoming service requests across all channels (phone, email, and portal) and ensure they are logged, categorised, and prioritised correctly.
- Triage tickets and assign them to the appropriate L1 or L2 resource based on SLA, priority, availability, location, and technical ability, in conjunction with the L1 Helpdesk Team Lead and L2 Technical Lead.
- Schedule onsite visits and technician bookings, confirming appointments and requirements with clients.
- Monitor the service board and SLA timers, proactively flagging tickets at risk of breaching SLA to the relevant Team Lead.
- Follow up with technicians and clients on open, stalled, or waiting tickets to keep work moving and clients informed.
- Review closed tickets to ensure accurate notes, time entries, and resolution details are recorded.

Client onboarding and offboarding

- Coordinate the onboarding of new clients, from handover by the Sales team through to go-live, working with the technical teams to schedule tasks and track completion against the onboarding checklist.




- Coordinate client offboarding in a timely and professional manner, ensuring all handover, access removal, documentation, and finance requirements are completed.
- Act as a point of contact for clients during onboarding and offboarding, communicating timelines and following up on requests for information.
- Coordinate client user on/offboarding requests, ensuring they are received with the required information and approvals and are actioned on time.
- Ensure client documentation in IT Glue is complete and meets Comwire IT minimum standards following onboarding, and audit it on an ongoing basis.
- Liaise with the Sales and Finance teams to ensure agreements, billing, and client records are set up and closed off correctly.

Encourage and support a culture of continuous improvement

- Document, maintain, and improve service delivery processes and checklists, including onboarding, offboarding, and triage procedures.
- Identify recurring issues or inefficiencies in service desk workflows, and provide recommendations for improvement to the Service Delivery Manager.
- Assist with maintaining the PSA/ticketing system setup, such as ticket types, templates, and workflows.

Other Duties

- Act as backup for inbound phone calls and the service desk queue during peak periods.
- Assist with coordinating hardware and software purchasing for client requests, liaising with suppliers and the Finance team.
- Document all customer interactions in our Customer Relationship Management (CRM) system.
- Other ad hoc administ

📌 Service Coordinator (Adelaide)
🏢 COMWIRE IT
📍 Adelaide