Customer Service Coordinator

1 week ago

Bridgend, United Kingdom Exponential-e Full time

**Hours: 24/7 Shift Pattern - 2 Days, 2 Nights and 4 Days off**

**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 clientsand prospects has 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 Ambulance Trusts (with any ARP related IT issues) and other Exponential-e customers
- 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 ARP 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
- Access Management and Maintenance through Active Directory and Office365 (Account Provision, Account Revocation, Password Resets)
- Be on an 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
- Proven problem solver with strong analytical and trend analysis skills
- Flexible approach to work, with the ability to work effectively under pressure and a willingness to take ownership
- Positive and professional attitude
- Experience in managing/troubleshooting Windows Desktop Operating Systems
- Experience in Microsoft Exchange, Active Directory, Windows Server & Desktop, SQL Server technologies
- Experience in managing/troubleshooting VMWare and/or Virtualisation technologies
- Knowledge of Networking (DNS, DHCP, PING, TRACERT, NETSTAT, NBTSTAT, TELNET, FTP, FTPS, SFTP)
- Desired skills in Microsoft System Centre, SharePoint and other Microsoft solutions
- Applicants will ideally be Microsoft 365 and/or Azure certified or studying towards Fundamentals level
- Previous Microsoft certifications of MCP, MCSE and MCSA will be considered

**Desirable knowledge and experience**:

- Experience working in a pressurised customer focused Service Desk within an ITIL based environment
- Business to business (B2B) experience
- ServiceNow, Remedy or a similar ITSM toolset experience
- ITIL Foundation (V3 or V4)

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