Service Desk Coordinator

2 weeks ago

Reading, United Kingdom Black Box Full time

**Black Box is looking for a Service Desk Coordinator professional to join our Reading Office,UK
The objective of the Service Desk Coordinator role is to successfully manage a number of small projects at one time, ensuring that customer expectations are met.

**Responsibilities**
- Coordinate the activities required from the initial scoping to the completion of small projects and tickets under SLAs.
- Setting up small jobs on the internal system, including scheduling labour, ordering materials and coordinating with the client.
- Working in Service Now and managing various customer incident tickets and resolving within the SLAs for each customer contract.
- Working within set budgets/margins - own the responsibility for the project's financials.
- Speaking to customers, suppliers, and engineers regularly - inbound and outbound calls.
- Answer client queries by researching several electronic platforms.
- Ability to write reports regarding jobs carried out.
- Client documentation - assistance with providing quotations, operation and maintenance manuals and reports.
- Develop and maintain a working knowledge of internal systems
- Develop and maintain a specialism, skill or specialised knowledge base to improve company effectiveness. Share this knowledge or skill with other team members and support them in its implementation.
- Project Manager assistance - helping the Project Managers with administration tasks
- Work alongside the Service Desk Manager on delegated tasks to resolve problems by combining practical knowledge and innovative thinking.
Obtaining feedback from clients after jobs have been completed, and feeding this information back to the business

**Key Competencies
- Good knowledge and experience within an administration/organisational role
- Effective listening and verbal communication skills, as dealing with global accounts
- Excellent written communication skills
- Excellent organisational skills
- Excellent PC skills - Word, Excel, ability to learn other programs i.e Service Now/SAP/Sharepoint
- Able to work as part of a team, without direct supervision

**Necessary qualifications/ experience
- Ability to multi-task
- Excellent customer service skills.
- Preferably has experience being part of a team within the service desk/service delivery/projects team
- Preferably has experience within a network/cabling environment
- Knowledge of a foreign language is an advantage
- Looking for a bright, cheery, helpful person where no problem is too big or small to tackle

**Additional Information**

**What's in it for You?
Joining Black Box means you’ll have the opportunity to work on exciting, highly visible projects with our customers. You’ll get to know large and small organizations across the world and work to deliver best in class IT solutions. You’ll be rewarded with a variety of experiences, development opportunities and exposure to some of the world's most admired companies. In addition to these rewarding experiences, you’ll have access to our comprehensive Total Rewards Program. Our program continues to evolve to meet the needs of our dynamic workforce by providing a variety of benefits which are applicable and competitive for each country & region.

**About Black Box
Black Box is the trusted global solutions integrator and digital technology partner. With nearly 45 years of experience connecting people and devices, we are an organization of top technical professionals dedicated to delivering solutions and services that help organizations design, build, manage, and secure their communications and IT infrastructure and networks. Technologies include 5G/OnGo, connected buildings, digital workplace, multisite deployments, data centers, and IoT.

We also design and manufacture award-winning products for Pro AV, KVM, cabling, and networking known for their advanced functionality, flawless performance, outstanding reliability and fail-safe security. We deliver high-value technology services and products through our values, such as innovation, ownership, transparency, respect and open-mindedness combined with our global presence and 2,500+ team members in 24 countries and growing. Black Box is a wholly-owned subsidiary of AGC Networks.

Black Box is an equal opportunity employer. Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, sexual identity, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs.

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