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Service Desk Co-Ordinator

3 months ago

London, Greater London, United Kingdom Candour Solutions Full time

1

Position details

Job title Service Delivery Co-Ordinator

Reports to Service Delivery Manager

Division IT Services

Department Managed Services

Job description

The purpose of this role is to ensure that Phoenix Managed Service customers are satisfied with the services

they have bought from Phoenix and that the technical delivery teams are performing to the agreed,

contractual, and expected Service Levels. This role will support the wider IT services, Service Delivery and

Customer Success team.

Key responsibilities


• Support IT managed services customers and ensuring consistent, excellent service and a positive

experience.


• Working in collaboration with the IT Services teams to ensure we are delivering 1st class IT support

services to our customers.


• Supporting customer onboarding activities


• Contract management


• Collaboration with customers and partners


• Supporting the assignment of resource to customers


• Administration of all managed service customer reviews


• Co-ordinating follow up actions from service reviews and internal meetings


• Help solve customer issues
• Invoicing managed service customers


• Ensure contractual obligations are met and work is carried out correctly


• Supporting contract renewal activities
• Ensuring all IT Services operations are compliant with our

ISO27001, ISO20000, ISO14001 and ISO9001 standards.


• Procurement, tendering, contract, and supplier management support


• Act as liaison between customers and IT technical support teams


• 3rd party supplier performance management


• Management of proactive managed service days (utilisation and consumption)


• Liaise with external teams including sales, procurement, project management and finance to ensure

that the service is correctly delivered


• Liaise with and schedule technical teams to ensure that all work is completed with acceptable

quality levels and to agreed timescales


• Co-ordinate professional services transitioning into managed service


• Support objectives as defined in the company's information security policy


• Perform your tasks in support of data and information security

2

Competencies

This role is based at the Phoenix Software headquarters in Pocklington, York, with a Hybrid working model,

and it may involve travel to vendor, customer, and prospects sites.

The ideal candidate will possess the following

Knowledge

Understanding of IT managed services

Experience managing ITSM toolsets

Understanding of ITIL

Skills

Excellent verbal and written communication skills Excellent customer service skills

Excellent problem-solving skills

High degree of multi-tasking

Develop, adhere to, improve, and promote standard processes

Attributes

A customer focussed mindset A willingness to learn and understand new processes, programmes, and

technologies Integrity, honesty, and trustworthiness A competent, professional demeanour Flexible and

adaptable as the business demands

Qualifications and experience

Educational qualifications:

N/A

Professional qualifications

ITIL (preferred)

IT related higher/further education certifications (preferred)

Experience


• 1+ Years' experience within an IT role

Version control Name Date

Prepared by Darren Dang 19/05/2023

Updated by

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