Service Coordinator

2 weeks ago

Ashford, United Kingdom Kent Recruitment Bureau Full time

1st Line Support / Service Coordinator

Ashford

Circa £25k

The Service Coordinator position is a critical contributor to the success of our Helpdesk and service delivery. Quality service delivery is achieved by proper triaging and managing of service requests and helping in managing client expectations. This role is responsible for effectively managing tickets, ensuring they are completed as accurately as possible and are resolved within approved SLA.

This role provides the opportunity to move into the IT Support environment with the scope to train and grow within an established MSP.

Key Duties

Provide a very high standard of professional customer service to our customers, acting as the point of contact to the customer for all types of service requests.

Raise, update and close calls on service desk ticket management system.

Schedule internal and field technical resources.

Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

Improve customer service, perception, and satisfaction.

Quickly respond to customer requests through efficient delegation using the dispatch facility.

Work with partners and third-party companies to resolve problems.

Resolve or escalate problems and service requests according to established procedures.

Provide accurate and timely diagnosis and rectification of customer faults in a timely manner and within SLA’s.

Be aware of polices in place and ensure a mature approach is followed.

Essential Requirements

Microsoft Windows and Office.

Excellent communication skills and telephone manner.

Ability to follow procedures and mindful of attention to detail.

Able to make progress with mínimal supervision.

Ability to work consistently in a dynamic and sometimes high pressure environment.

Fluent English.

Management of own workload with mínimal senior assistance.

Eye for detail.

Excellent at problem solving.

Impeccable customer service.

Dynamic thought process.

Desirable

Active Directory Experience

Office 365 Experience

Exchange Administration

Windows (7/8/10) Administration Experience

Hardware experience (Reloads, builds and hardware problem diagnosis)

Mobile Device Support

Basic Windows Server Experience

Networking knowledge

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