Service Desk Co-ordinator

7 months ago


London, United Kingdom T-Tech Full time

**Position Overview**:
The Service Desk Coordinator / Dispatcher plays a crucial role in ensuring the smooth operation of our service desk. As the central point of contact, you will coordinate incident and service request assignments, manage engineer schedules, and maintain effective communication with clients. This role is essential for maintaining high service levels and ensuring timely resolution of client issues.

**Key Responsibilities**:

- **Incident Coordination**:

- Receive and log incoming incidents and service requests from clients.
- Assign incidents to appropriate service desk analysts based on skillset, workload, and priority.
- Monitor incident progress and escalate as needed to meet SLAs.
- **Engineer Scheduling**:

- Coordinate engineer schedules, ensuring optimal coverage during business hours.
- Assign work orders to engineers based on availability and workload.
- Adjust schedules as needed for urgent incidents or client priorities.
- **Communication**:

- Maintain regular communication with clients, providing updates on incident status and resolution progress.
- Collaborate with service desk teams, account managers, and technical leads to ensure seamless service delivery.
- **Documentation**:

- Update incident records, documenting actions taken, resolutions, and client interactions.
- Maintain accurate records of engineer availability and workload.
- **Quality Assurance**:

- Monitor incident closure and verify that all necessary documentation is complete.
- Conduct post-incident reviews to identify areas for improvement.
- **Client Satisfaction**:

- Ensure a positive client experience by addressing inquiries, providing timely responses, and managing expectations.
- Gather client feedback and relay it to relevant teams for process improvement.
- **Emergency Response**:

- Coordinate emergency response efforts during critical incidents or outages.
- Mobilize engineers and escalate incidents as necessary.
- **Process Adherence**:

- Follow established incident management and dispatch processes.
- Identify process gaps and propose improvements.
- **Training and Onboarding**:

- Assist in training new service desk analysts on incident coordination and dispatch procedures.
- Provide ongoing support and mentorship to junior team members.

**Requirements**:
**Qualifications**:

- **Education**: High school diploma or equivalent (additional certifications or coursework in IT or related fields are a plus).
- **Experience**: Minimum of 2 years of experience in service desk coordination, dispatch, or similar roles.
- **Technical Skills**:

- Familiarity with incident management tools and ticketing systems.
- Basic understanding of ITIL processes.
- **Organizational Skills**:

- Ability to prioritize and manage multiple tasks simultaneously.
- Strong attention to detail.
- **Communication**:

- Excellent verbal and written communication skills.
- Customer-focused approach.
- **Problem-Solving**:

- Ability to think on your feet and make quick decisions during high-pressure situations.
- **Teamwork**:

- Collaborative mindset, working closely with service desk analysts and other teams.
- **Adaptability**:

- Willingness to adapt to changing priorities and client needs.

**Benefits**

23 Days + birthday off

BUPA Cash Plan

50% Flexible working

Work from Home Allowance

Charity days off (2 days a year)

Training by professional and courses funded.

3 Social events a year

About Us

T-Tech is a fast-growing IT Consultancy, Support and Cloud Service provider in the UK, serving SMEs in the Accountancy and Professional Services sector. Our customers demand and deserve great proactive service and responsive support. We understand how important it is to optimise day-to-day operations and we help our customers embrace innovation and drive growth. We do that by showing them how to cut risk, improve productivity and leverage IT to gain competitive advantage. At T-Tech, we’re about keeping UK business up and running, resolving problems quickly, providing personal attention and providing our customers with reliable IT support when they need it.

Our business focuses on 6 areas of service: Business Consultancy; IT Support; Technical Consultancy; Cloud, Networks & Security; Intelligent Automation; and Communications.

At T-Tech, our values are core to who we are; we promote and live these in all areas of our work to give our team and our clients the best experience of T-Tech:
Service Centric
- We put our customers at the heart of what we do. We are accountable for our actions and honour our commitments. We go the extra mile.

United
- We succeed as a team, pulling together to achieve our goals. We understand and respect others’ views and perspectives. We communicate openly with each other, sharing, challenging, and supporting.

High Standards - We take pride in the quality of our work. To give our best, we plan thoroughly and strive continually to improve our effectiveness. We have a thirst for knowledge t



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