Service Coordinator

5 months ago

Knaresborough, United Kingdom Integral IT Services Full time

Integral IT are looking for a Service Coordinator to join the team. The role will be based at our office in Knaresborough.

The role of Dispatcher is to coordinate the incoming tickets and calls and to distribute them to the necessary resource in the Managed services department. This role is ideal for a mature individual a basic understanding of technical support, can easily identify the impact and urgency of technical support requests and whose core focus is Customer Service.

Basic Requirements:

- Basic computer skills
- Interpersonal skills: such as telephony skills, communication skills, active listening and client-care
- Ability to multi-task and adapt to changes quickly
- Typing skills to ensure quick and accurate entry of service request details.
- Self-motivated with the ability to work in a fast-moving environment.

Responsibilities and duties:

- Dispatching tickets within the hour to meet SLA agreements, assigning resources and scheduling workloads appropriately.
- Ensure ticket quality meets required standards and policies for accurate information and that tickets, systems, colleagues and clients are always kept up to date.
- Manage technician queues ensuring tickets are assigned ( I have removed schedule) correctly for remote, workshop and site visit works meeting SLAs for responses and resolutions.
- Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
- To maintain a high degree of customer service for all support queries and adhere to all service management principles and company policies.
- Build and maintain internal and external relationships providing a high level of customer service, improving client service, perception, and satisfaction.
- Assist with internal systems and recognise areas for improvements and better business practice.
- Assist and participate with meetings, training, courses, documentation and policies both personally and across the company.
- Ensuring all processes, policies and procedures are followed.

Preferable Requirements, Desirable skills:

- Technical awareness: ability to match resources to technical issues appropriately.
- Service awareness of all organization’s key IT services for which support is being provided.

**Benefits**:

- Increasing Holiday with length of service
- Annual Pay Reviews
- Tiered Pension Scheme
- Company Uniform
- Cycle to Work Scheme
- Mileage Allowance
- Training & Career Planning
- Birthday & Length of Service Rewards
- Referral Bonus Scheme
- Regular Funded Social Events & Company Quarterly Event
- Funded Xmas Party

Performance measures:
Your performance will be evaluated against a set of Key Performance Indicators (KPIs) which will be periodically reviewed and based upon the company strategy and vision.

A 90 Day plan will be created along with an annual appraisal.

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00 per year

Schedule:

- 8 hour shift

Work Location: In person

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