Client Services Coordinator

The Role This is the role that keeps the day moving on our service desk. Every day, requests come in from clients. Some urgent, some routine, all needing to land with the right person at the right time. Your job is to make that happen. You'll be the person who keeps the work flowing. Triaging what's come in. Deciding what's urgent. Getting tickets to the right engineer. Following up on anything at risk of slipping. Keeping clients informed along the way. When this role is done well, engineers stay focused, clients feel looked after, and the whole team delivers on what it promised. If you're someone who likes structure, takes pride in a well-run day, and gets satisfaction from being the person things don't fall through with, this is the job. What Success Looks Like Within your first three months, you will: Be running the daily ticket queue independently in ConnectWise - logging, categorising, and prioritising without needing to check every call. Have built working relationships with the engineering team, so hand-offs are quick and nothing gets stuck between desks. Be spotting tickets at risk of slipping before they become a problem, and know when and how to escalate. Be giving clients clear, timely updates that make them feel looked after, even when the answer is "we're still working on it." This gives you something concrete to aim for from day one, and something we'll check in on together. Is This You? This role is a strong fit if you: Have around a year or more of experience in a role where you dealt with people and managed competing priorities - retail, hospitality, admin, customer service, or similar. Are organised by nature. Lists, plans, and knowing what's happening next come easily to you. Are reliable. When something lands with you, people know it'll get done properly. Communicate clearly, in writing and in person, with clients and colleagues alike. Stay calm when things get busy. You prioritise and keep moving rather than freezing up. Are a team player who understands that good service is a group effort. Are curious about how technology supports business, even if you don't know much about IT yet. It's probably not the right fit if you: Want to be doing hands-on technical troubleshooting yourself - this role is about coordination, not fixing the fault. Prefer working through one task at a time with minimal interruption. Find it hard to keep several plates spinning when the queue gets busy. The Setting Spector is an IT services company. We support businesses across Ireland with their technology, keeping their systems running, their data secure, and their teams productive. We were founded in 2002 on a simple idea: businesses deserve better IT support than what's typically on offer. Our service desk is where we deliver on that every day. It's a fast-moving team of engineers handling everything from quick fixes to business-critical incidents. They need someone keeping the work flowing so they can stay focused on solving problems. That someone is you. You don't need a technical background. You'll pick up what you need to know about IT as you go, and we'll support you in that. What you do need is the organisational instincts and people skills to run a busy operation. What You'll Do Be the first point of contact for incoming tickets - log them, categorise them, and prioritise them correctly. Assign work to engineers based on urgency, skillset, and availability. Monitor queues to make sure response times are met. Follow up on anything at risk of slipping, and escalate when needed. Keep clients updated on the status of their requests. Review ticket updates for accuracy and consistency. Work with engineers and managers to keep workloads balanced. Spot operational inefficiencies and flag improvements. You'll work primarily in ConnectWise, our service management platform. Don't worry if you haven't used it - we'll train you. Where This Role Can Take You This is where a real career begins. You'll learn how a high-performing operations team works from the inside. You'll build skills in planning, communication, and decision-making that carry anywhere. And you'll grow into whatever your strengths point you toward - service management, operations, or further into IT itself. We invest in people early. We give you structure, support, and the chance to take ownership from day one. What You'll Bring Around a year or more of experience in a role where you've dealt with people and managed competing priorities - retail, hospitality, admin, customer service, or similar. Strong written and verbal communication. Comfort with email, Microsoft 365, and general business software. An interest in IT and how technology supports business. Interest is what matters - expertise is not required. Familiarity with ticketing systems like ConnectWise is a bonus, not a requirement.