Helpdesk Coordinator Renfrewshire Fully Office Based £23k Pertemps are delighted to bring to market a new opportunity for a Service Desk Coordinator to join the office based team of this award winning, well established market leading business near Glasgow. This role will be essential in organising and prioritising engineers … workload. The role of Service Coordinator is a key position and responsibilities in this post will include the following areas: Answer all incoming phone calls and manage queries and requests accordingly from existing customers Monitor and check jobs from the system liaising with clients and the wider Service team on any queries Log jobs as per the agreed client matrix, liaising with clients directly and the Service team Handle any chases or escalations received and escalate as per appropriate process Triage and interrogate remote system data to diagnose faults to support decisions on engineer attendance or more »
/7 365 days a year through a combination of day and night shifts with possible temporary out of hours oncall (Standby). The service provides effective communication and coordination between the DXC technical teams, DXC Delivery Management and Customer Management. The primary focus of the High Priority … restoration of high priority Incidents that have a direct impact on the client’s business; to lead and ensure ownership, communication and progress to service restoration. Job Specifics/responsibilities Manages escalated and top priority incidents up to and including resolution. Maintains the appropriate level of authority within the … recovery plan working in collaboration with DXC delivery teams and third party vendors. Acts as the escalation point, in order to obtain assistance with service restoration efforts for DXC managed services Leads the internal and/or external communication of the incident. The HPIM is involved in the incident more »
per week. You will perform Incident & Problem management, Root Cause Analysis and Resolution for all relevant tickets. You will also co-ordinate with the Service Desk and Third-Party vendors to manage all On-Site Technical Support requests to Resolution and Closure. Role: The Onsite IT Support Engineer will … and understandably to the end-user The role focuses on providing IT services, following robust processes and providing accurate and consistent outcomes Understanding agreed Service Levels, ensuring SLAs and KPIs are met consistently, and providing the best support possible to business users Required experience: Solid, recent experience in IT … Active Directory, and Microsoft Windows Familiarity with helpdesk ticketing systems (ITSM tools). ServiceNow/Halo experience essential Ideally ITIL and MCSE qualified Strong customerservice orientation, good communication, teamwork and interpersonal skills Ability to problem-solve complex hardware and software issues and operate under own initiative Knowledge more »
