IT Service Coordinator/Receptionist

Job summary The IT Service Coordinator/Receptionist is the first point of contact for BMC’s clients and plays a central role in keeping day-to-day support organized. This position manages incoming calls and service requests, maintains accurate tickets, coordinates technician schedules, and follows up with clients and staff so that requests continue moving toward resolution.

The role combines professional reception and client service with practical service desk administration. The focus is on understanding what clients need, getting requests to the right people, keeping clients informed, and making sure appointments, commitments, and follow-ups are not overlooked.

Responsibilities

Reception and client communication

- Answer incoming calls, monitor the support inbox, and welcome visitors in a professional and helpful manner. Respond to general inquiries and direct technical, administrative, or account-related requests to the appropriate team member.
- Gather the information needed to understand each client’s request, including the issue, who is affected, its impact on their work, and their contact details and availability.
- Keep clients informed about appointments, next steps, and changes to expected timelines. Provide clear, realistic expectations based on confirmed arrangements with the technical team.

Service desk and scheduling
- Create, review, and organize service tickets so that incoming requests are clearly documented, correctly categorized, and assigned to the appropriate person.
- Identify urgency and business impact using BMC’s established guidelines. Promptly bring critical issues, client concerns, and requests requiring immediate attention to the appropriate technical lead or manager.
- Coordinate technician appointments and schedules, accounting for availability, existing commitments,



and service priorities. Identify scheduling conflicts and work with the team to resolve them.
- Review the support queue regularly for unassigned requests, missed follow-ups, and work that has stalled. Follow up with the responsible team member or client to confirm the next action and escalate delays when necessary.

Documentation and administrative coordination
- Maintain accurate records of client communications, scheduling arrangements, and outstanding commitments within the ticketing system. Flag missing technical notes or client information for the assigned technician to complete.
- Maintain shared administrative documents, service desk templates, and standard checklists so that commonly used information is organized, current, and easy to find.
- Assist with the administrative coordination of projects by scheduling appointments, tracking agreed dates, requesting outstanding information, and following up on approvals. Project scope, budgets, and technical delivery remain with the designated project owner.

Basic support and service quality
- Develop a working knowledge of BMC’s services, support tools, and standard procedures. Provide basic assistance within the scope of training and approved instructions, and refer issues requiring further troubleshooting to a technician.
- Follow up with clients after selected service requests or projects to confirm that their needs were addressed, gather feedback, and bring unresolved concerns to the appropriate team member.




- Identify recurring communication, scheduling, or documentation problems and suggest practical improvements to the service desk process.

Skills and experience

- Client service and communication: A professional telephone manner, clear written communication, and the ability to work calmly with clients who may be frustrated or unfamiliar with technology.
- Organization and follow-through: The ability to manage competing requests, maintain accurate records, track commitments, and follow up without relying on repeated reminders.
- Judgment and teamwork: The ability to recognize when something needs urgent attention, ask useful questions, and coordinate with others without making unsupported commitments to clients.
- Computer proficiency and willingness to learn: Comfortable using email, calendars, shared documents, and business software, with an interest in learning BMC’s ticketing system and basic support procedures.

Previous experience in reception, customer service, scheduling, dispatch, office administration, or service desk coordination is an asset. IT industry experience is helpful, but strong communication, organization, and dependable follow-through are the primary requirements.

Role boundaries

- This is a reception and service coordination position, not a project manager or dedicated technical support technician role. The coordinator owns request intake, scheduling, administrative follow-up, and routine client communication. Technicians remain responsible for technical diagnosis, resolution, and documenting their work. Technical priorities and resource conflicts are resolved with the appropriate lead or manager.

Pay: $50,000.00 per year

Advantages

- Dental care
- Extended health care
- Paid time off

Work Location: In person

📌 IT Service Coordinator/Receptionist (Winnipeg)
🏢 Barry McKay Consulting
📍 Winnipeg