Service Desk Co-Ordinator

4 weeks ago


England, 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

#J-18808-Ljbffr
  • Office Co-Ordinator

    6 days ago


    England, United Kingdom Oak Recruitment Full time

    Data Entry Co-ordinator 12 month FTC, full time We are recruiting on behalf of our client for a Data Entry Co-ordinator. This is a 12 month Fixed Term Contract position which will start within the next couple of weeks. Perform quality checks Driver with access to vehicle, this is an office based role This is a great role for candidates with previous...


  • England, United Kingdom NES Fircroft Full time

    Shipping Coordinator 12 Month Contract, Great Yarmouth NES Fircroft are working with a large oil and gas company who is looking for a Shipping Coordinator to work with them on an initial 12 month contract basis at their warehouse in Great Yarmouth. Then successful candidate will be expected to perform all activities involving Co-ordination of...


  • England, United Kingdom Randstad Cpe London Full time

    Office Manager / Facilities Co-ordinator A leading European supplier for railway electrification are looking to hire an Office Manager to join their team in Doncaster Taking responsibility for the day to day running of the Doncaster office - Providing support, administration and team organisation duties to the UK Group Safety & Services...


  • England, United Kingdom H&R Talent Full time

    A fantastic opportunity for an IT Service Desk Manager has become available to join a leading law firm in London on a permanent basis. The role of IT Service Desk Manager is to manage the IT Service Desk team provide an outstanding service to colleagues. Essential Duties and Responsibilities: Effectively managing workload and priorities within the Service...


  • England, United Kingdom Chassam Recruitment Limited. Full time

    Service Desk Engineer – 1 st Line I am currently looking to recruit a 1 st Line Service Desk Engineer for a leading company based in Blackburn. This is a great position where you will develop your skills working on a busy IT Service Desk. You will be responding to both telephone calls and emails, solving problems from simple password resets to more...

  • Service Desk Analyst

    3 weeks ago


    England, United Kingdom Investigo Limited Full time

    Service Desk Analyst Hybrid- North East England My client is undergoing an exciting IT transformation and as such has a requirement for additional support in the team. The successful candidates will have previous experience of working on a busy service desk. Key skills include: 1st line support experience working in a similar customer facing role. ...


  • England, United Kingdom Zenzero Full time

    Service Transition ManagerZenzero are a leading midmarket MSP with offices based in several locations across the UK including London, Coventry, Guilford, Basildon, Inverness and Aberdeen. With extensive growth plans and modern ways of delivering managed IT services to our customers, we are looking for a passionate customer centric individual who is ready to...


  • England, United Kingdom Zenzero Full time

    Service Transition Manager Zenzero are a leading midmarket MSP with offices based in several locations across the UK including London, Coventry, Guilford, Basildon, Inverness and Aberdeen. With extensive growth plans and modern ways of delivering managed IT services to our customers, we are looking for a passionate customer centric individual who is ready...


  • England, United Kingdom Zenzero Full time

    Service Transition ManagerZenzero are a leading midmarket MSP with offices based in several locations across the UK including London, Coventry, Guilford, Basildon, Inverness and Aberdeen. With extensive growth plans and modern ways of delivering managed IT services to our customers, we are looking for a passionate customer centric individual who is ready to...


  • England, United Kingdom Zenzero Full time

    Service Transition Manager Zenzero are a leading midmarket MSP with offices based in several locations across the UK including London, Coventry, Guilford, Basildon, Inverness and Aberdeen. With extensive growth plans and modern ways of delivering managed IT services to our customers, we are looking for a passionate customer centric individual who is ready...


  • England, United Kingdom Zenzero Full time

    Service Transition Manager Zenzero are a leading midmarket MSP with offices based in several locations across the UK including London, Coventry, Guilford, Basildon, Inverness and Aberdeen. With extensive growth plans and modern ways of delivering managed IT services to our customers, we are looking for a passionate customer centric individual who is ready...


  • England, United Kingdom Zenzero Full time

    Service Transition ManagerZenzero are a leading midmarket MSP with offices based in several locations across the UK including London, Coventry, Guilford, Basildon, Inverness and Aberdeen. With extensive growth plans and modern ways of delivering managed IT services to our customers, we are looking for a passionate customer centric individual who is ready to...

  • Service Desk Analyst

    4 weeks ago


    England, United Kingdom Chassam Recruitment Limited. Full time

    Service Desk Analyst - £23,0001 st line, 2 nd Line, Service Desk Are you a Service Desk Analyst looking for a new challenge. If so, look no further! I currently have an exceptionally exciting position where you will be working as part of a team providing 1 st /2 nd line IT Service Desk Support. My client is looking for a 1 st /2 nd line Service Desk...


  • England, United Kingdom Adria Solutions Ltd Full time

    Service Desk Analyst - Initial 6 months FTC Are you a talented IT professional looking for a thrilling opportunity to showcase your skills? We are thrilled to present an exclusive opening for a Service Desk Analyst at a prestigious brand. Working Hours: Monday to Thursday, 14:00 - 01:00 The Role: As a Service Desk Analyst, you will play a pivotal role...


  • England, United Kingdom Zenzero Full time

    Service Transition Manager Zenzero are a leading midmarket MSP with offices based in several locations across the UK including London, Coventry, Guilford, Basildon, Inverness and Aberdeen. With extensive growth plans and modern ways of delivering managed IT services to our customers, we are looking for a passionate customer centric individual who is ready...

  • Service Desk

    4 weeks ago


    England, United Kingdom Chassam Recruitment Limited. Full time

    Service Desk Analyst - £23,000 1 st line, 2 nd Line, Service Desk Are you a Service Desk Analyst looking for a new challenge. I currently have an exceptionally exciting position where you will be working as part of a team providing 1 st /2 nd line IT Service Desk Support. My client is looking for a 1 st /2 nd line Service Desk Engineer with...

  • Customer Service

    2 weeks ago


    England, United Kingdom Hensall Co-op Full time

    fill out our online form. Looking for an exciting career in Grain Marketing? Hensall Co-op is currently recruiting for an eager individual looking to develop their career in Agribusiness! The Grain Logistics and Customer Support will assist with the purchase, sales brokerage, and logistics for all commercial grains. Logistics scheduling and...

  • IT Manager

    3 weeks ago


    England, United Kingdom Humand Talent Full time

    Job Description D'you fancy leading IT for a healthcare revolution? ️ Can you be the tech superhero in a fast-paced start-up? Start-up changing the way that health care is given, looking for a IT Support Engineer - £55k ish - Onsite in Oxfordshire office. How about I tell you more about the role.. They are looking for an IT Support Engineer to...

  • Service Desk Engineer

    4 weeks ago


    England, United Kingdom Chassam Recruitment Limited. Full time

    Service Desk Engineer – 1 st Line I am currently looking to recruit a 1 st Line Service Desk Engineer for a leading company based in Blackburn. This is a great position where you will develop your skills working on a busy IT Service Desk. Job Role: You will be responding to both telephone calls and emails, solving problems from simple password resets...

  • Service Desk

    4 weeks ago


    England, United Kingdom Chassam Recruitment Limited. Full time

    I am currently looking to recruit an IT Service Desk Analyst for a leading company based in Blackburn. This is an exceptionally exciting position where you will be working as part of a team providing 2 nd line IT Service Desk Support. Office 365 Remote Access Support Tools Microsoft (Office/Windows) Networking Principles Service Desk analyst/The...