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Service Coordinator

Prime System Solutions

Responsibilities

  • Manage a high-volume queue of service tickets, and prioritize and turn them around quickly.
  • Assign and schedule field engineers and local resources to each ticket, and confirm availability and logistics.
  • Coordinate onsite visits and small tasks with customers: book appointments, confirm access, and follow up after completion.
  • Communicate clearly and professionally with customers by email and phone, including during urgent or difficult situations.
  • Keep ticket notes, statuses and time and billing details accurate in the PSA and ticketing system.
  • Escalate blocked or at-risk tickets, and spot work that should become a project.
  • Work with the Project Coordination team, and help cover and cross-train as needed.

Requirements

  • Excellent written and spoken English, including confident client-facing communication.
  • Experience in service coordination, dispatch, helpdesk or service desk coordination, scheduling, or a similar fast-paced coordination role.
  • Able to juggle many small tasks at once, with quick turnaround and strong attention to detail.
  • Professional, dependable and calm under pressure.

Preferred

  • Experience at an MSP or IT services company, or with tier-1 support or service desk operations.
  • Familiarity with PSA or ticketing tools (e.g., ConnectWise, Autotask) and dispatch or scheduling tools.
  • Some project coordination experience, which helps with scheduling structure.
  • No hands-on technical work is required.

Service Coordinator

Prime System Solutions · Lahore, Pakistan · Full-time · Posted 2026-10-09

Description

Prime System Solutions is hiring a Service Coordinator for a US-based managed IT services provider (MSP). You will join a small core team that keeps the client's service operations moving. Unlike project coordination, this role works ticket by ticket: a high volume of small, quick-turnaround jobs. You will match each request with the right field engineer, schedule the work, and keep the customer informed until it's done. The role is revenue driven: every ticket you move forward is billable work delivered.

Requirements

Able to work US Eastern Time hours consistently.

Nice to have

You will coordinate field resources, not perform the technical work.

Apply

[Apply at Prime System Solutions](https://apply.workable.com/prime-system/j/B6CFF07B5B/apply)