Service Coordinator

Mildura, VIC | Full time, Permanent | Service Delivery

Be the person who keeps our Service Desk moving

When one of our clients needs help, they want to know that someone has listened, understands what they need and has it under control.

As our Service Coordinator, that person is you.

You’ll be the first point of contact for clients contacting the eManaged Service Desk. You'll answer calls and emails, accurately log and prioritise requests, coordinate work with our technicians, schedule onsite visits and keep clients informed about what happens next.

This is a coordination role, not a technical IT support role. We’re not looking for someone to sit on the phone fixing computers. Our technicians handle the technical troubleshooting. Your role is to make sure every request gets to the right person, at the right priority, with the right information, and that nothing falls through the cracks.

The position also has plenty of variety, with responsibility for procurement, project coordination support and preparing information for monthly client billing.

What you'll be doing

No two days will be exactly the same, but your responsibilities will include:

Client service & coordination

- Being the first point of contact for clients calling or emailing our Service Desk.
- Listening to what the client needs and accurately logging their request.
- Applying the appropriate priority and making sure urgent issues are quickly escalated.
- Setting clear expectations with clients about who will assist them and when.
- Keeping clients informed as their request progresses.

Scheduling & dispatch

- Assigning work to the appropriate technician based on skills, location, priority and workload.
- Managing the dispatch calendar and scheduling onsite client visits across our service regions.
- Monitoring open requests and following up to help ensure nothing gets forgotten.
- Keeping our Service Desk information accurate and up to date.





Procurement

- Obtaining supplier quotes and raising purchase orders.
- Ordering client hardware, software and internal stock.
- Tracking deliveries and following up outstanding orders.
- Receiving goods and reconciling deliveries against orders.
- Coordinating returns or damaged goods and escalating supplier delays.
- Making sure client purchases are correctly allocated for billing.

Project coordination

You’ll also support our Professional Services team with the logistical side of client projects. This can include ordering equipment, scheduling onsite work, updating clients and keeping project information current. Technical project leadership remains with the relevant engineer, so again, you don’t need to be the technical expert.

Billing & administration

- Preparing service and procurement information for our end-of-month billing process.
- Checking that time, purchases and billable work have been captured correctly.
- Assisting with new client agreements, subscriptions and contact changes.
- Providing backup support for the monthly billing process when required.
- Maintaining supplier and administrative information.
- Looking for ways we can make our service and administrative processes even better.

About you

This role will suit someone who gets satisfaction from bringing order to a busy environment.

You're the sort of person who notices when something hasn't been followed up. You keep good notes, don't like loose ends, and aren't afraid to pick up the phone and get an answer. You're able to remain professional when things get busy and can confidently communicate with customers, suppliers and colleagues.

You’ll ideally have at least two years' experience in customer service, service coordination, dispatch, scheduling, administration or a similar role.

You'll also bring:

- Great communication and customer service skills.
- Excellent organisation and attention to detail.
- Confidence handling a busy telephone and coor

📌 Service Coordinator (Mildura)
🏢 EManaged
📍 Mildura