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Service Desk Coordinator

1 month ago

Manchester, United Kingdom LIMA Full time

**Salary**:£30,000

**Location**:Salford, Greater Manchester

**LIMA are recruiting for an IT Service Desk Coordinator to join our Managed Services Team.**:
**As a key member of our IT Support Delivery Team, you will be responsible for creating and managing release management and technical engineering schedules and, co-ordinating customer onboarding.**:
You’ll be familiar with working to SLA’s, ensuring that we offer a smooth transition of service by chasing updates and feeding back any issues to avoid escalations.

Working closely with the IT Service Desk, you’ll verify engineer time-sheets and rota’s ensuring that we always have the right level of resource to support our customers.

You’ll be overseeing and reviewing IT related issues regularly, so this role is ideal for someone who has worked in the IT industry previously and won’t be phased by technical language and IT Solutions.

**Our coordinator’s typically focus on**:

- Creating and managing Release Management project workplans in line with the RM Process
- Creating and managing Technical Engineering tickets in line with the TE Process
- Creating and managing Change Management tickets in line with the Change Process
- Validate tickets raised and ensure they’re supported under customer contracts
- Review and update Managed Services documents ensuring all ‘Process’ and ‘How to Guides’ are up to date, understood and, followed by all within Service Delivery
- Answer incoming support calls via telephone and our ticket desk
- Monitor SLA’s and log/report any breaches
- Chase ticket updates throughout the lifecycle of tickets
- Provide monthly breakdown of breached tickets to Service Delivery Lead
- Log and correctly allocate service desk cases to engineers using the service desk system in line with agreed SLA’s

**Skills, experience & qualifications**:
**Essential**
- Previous experience in a coordination role, or similar
- Confident talking to external customers at all levels
- Attention to detail when it comes to monitoring, reviewing and documenting with internal and external stakeholders
- Ability to plan and manage own workload without micro-management
- Calm and professional manner
- Ability to work under pressure and meet targets and deadlines

**Desirable**:

- Familiar with ITIL framework - ITILv4 Accreditation
- Proficient with Service Desk/IT terminology

**Some of our benefits**:

- 25 days plus bank holiday
- Buy and sell holidays
- Plus 1 extra day for your birthday
- Salary sacrifice; electric car, bike, pension, health & dental care
- Hybrid work pattern - 3 days office/2 days home
- Individual development and training programs
- 24/7 BUPA telephone and online Mental Health Support
- Quarterly employee awards and events

**About us**:
LIMA have been solving business challenges since 1997, through the design and delivery of award-winning IT solutions and services across a range of sectors and industries. From infrastructure and cloud solutions to managed service and support, we work with some of the leading vendors in the world to deliver outstanding solutions to the SME market.

We are entering the next exciting phase of growth having recently defined a new strategy, restructured at Board level and taken on external investment which has led to this defined role that will be instrumental in helping us achieve our goals.