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Customer Service Coordinator

3 months ago

Bridgend, Bridgend county borough, United Kingdom Exponential-e Full time

Hours: 24/7 Shift Pattern - 2 Days, 2 Nights and 4 Days off

Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clientsand prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.

Overall purpose of the job:

  • Be the first point of contact for Ambulance Trusts (with any ARP related IT issues) and other Exponentiale customers
  • Responsible for managing and owning support tickets and driving customer issues through to resolution either internally or via suppliers
  • Proactively monitor systems and suppliers for any potential issues
  • Provide 1st and 2nd Line remote desktop support to other Exponentiale customers, when required

Key responsibilities for this job:

  • Understand the endtoend support model of ARP and the responsibility of each supplier
  • Log and accurately assign incidents and service requests to resolver groups or suppliers within agreed SLAs
  • Monitor open incidents and requests and ensure SLA targets, including updates and resolution, are met internally or by suppliers
  • Frequently engage with resolver groups and suppliers for regular updates and to ensure resolution time is met
  • Keep the customer regularly updated with progress on open incidents and requests, using appropriate level of detail and language
  • Monitor systems and suppliers to proactively identify any issues that may affect Exponentiale customers
  • To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to the management for service improvement
  • Work proactively to ensure that all knowledge information is maintained and updated on an ongoing basis
  • To be a highly motivated team player with the skills and ability to manage changing priorities
  • Access Management and Maintenance through Active Directory and Office365 (Account Provision, Account Revocation, Password Resets)
  • Be on an on call rota and be available to cover shifts when required

Knowledge and experience required:

  • Strong customer service focus with excellent verbal and written communication skills
  • Proven problem solver with strong analytical and trend analysis skills
  • Flexible approach to work, with the ability to work effectively under pressure and a willingness to take ownership
  • Positive and professional attitude
  • Experience in managing/troubleshooting Windows Desktop Operating Systems
  • Experience in Microsoft Exchange, Active Directory, Windows Server & Desktop, SQL Server technologies
  • Experience in managing/troubleshooting VMWare and/or Virtualisation technologies
  • Knowledge of Networking (DNS, DHCP, PING, TRACERT, NETSTAT, NBTSTAT, TELNET, FTP, FTPS, SFTP)
  • Desired skills in Microsoft System Centre, SharePoint and other Microsoft solutions
  • Applicants will ideally be Microsoft 365 and/or Azure certified or studying towards Fundamentals level
  • Previous Microsoft certifications of MCP, MCSE and MCSA will be considered

Desirable knowledge and experience:

  • Experience working in a pressurised customer focused Service Desk within an ITIL based environment
  • Business to business (B2B) experience
  • ServiceNow, Remedy or a similar ITSM toolset experience
  • ITIL Foundation (V3 or V4)