IT Service Desk Coordinator

2 weeks ago

London, United Kingdom Exponential-e Full time

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 clients and prospectshas 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 a key Exponential-e customer
- 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 Exponential-e customers, when required

**Key responsibilities for this job**:

- Understand the end-to-end support model of our customer 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 Exponential-e 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 on-going basis
- To be a highly motivated team player with the skills and ability to manage changing priorities
- Participate in the 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
- IT related qualification or experience within an IT Support/Service Desk role
- Proven problem solver with strong analytical skills
- Flexible approach to work, with the ability to work effectively under pressure and a willingness to take ownership
- Positive and professional attitude

**Desirable knowledge and experience**:

- Experience working in a pressurised customer focused Service Desk within an ITIL based environment

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