Service Desk Coordinator

Service Desk Coordinator

Location: Kidderminster

Salary: £23,809.50 - £25,000 per annum (Depending on experience)

Vacancy Type: Full Time, Permanent

As an IT recycler and supplier of IT Services, the company have overseen more than 3 million devices through the IT lifecycle and, as a result, are perfectly placed to provide their customers with guidance and advice through this complex market. They offer a huge range of additional services, such as IT spares and logistics throughout the UK, as well as datacentre and office relocations, configuration and build, bonded stock, engineers and project managers, their hardware specialist IT brokerage service.

The Role

Due to continued growth within the company, they are looking for someone to be able to support their current Service Desk to prioritise and solve enquiries efficiently. The primary purpose of this role is to be responsible for the workflow and support of the Service Delivery Manager – Major Accounts. This role manages customer services, ensuring adherence to SLA and being the first line support to the Service Coordinators where required.

Key Responsibilities:

• Accountable for ticket management, ensuring allocation and tickets being resolved within SLA and at a high-quality standard
• Supporting the Service Delivery Manager – Major accounts, including in periods of holiday and absence
• Support and lead on customer calls when required
• Deal and resolve ‘first line’ escalations receipted
• Support the Service Delivery Manager – Major accounts with service-related tasks, such as escalations and queries
• Be accountable for direct customer communications, both verbal and written
• Support the onboarding of new customers and engage with the Customer and Services Transition Manager to ensure seamless transition into BAU services
• Support service SLA’s and manage the team accordingly to achieve the SLA alongside service-related tasks
• Support and engage with the Operational Managers to ensure order queries are resolved and the customers are updated
• Support the Operational Huddle led by the appropriate Operations Manager. Thus, supporting seamless communication between Services and Operations and updating the customers accordingly

Skills and Qualifications

• Adaptable approach to tasks as this is a varied role
• Flexibility
• Proactive, hands-on approach to work
• Attention to detail
• Excellent communication
• Problem solving skills
• Ability to work under pressure and to strict deadlines
• Ability to multitask a high volume of tasks & prioritise workload
• Proficient user of Microsoft Office, especially Excel
• Ability to work on own initiative and be a team player

Benefits

• Pension Contributions
• Staff discount online store
• 23 days Holiday +BHs
• Company events
• Refer a friend Scheme - £150+
• On-site Fully Equipped Gymnasium

To Apply

If you feel you are a suitable candidate and would like to work for this reputable company, please do not hesitate to apply.