IT Service Desk Co-ordinator

2 weeks ago

Birkenhead, United Kingdom Vigo IT Solutions Ltd Full time

**Purpose of the Role**

Reporting to the Head of Operations, the purpose of the role is to shape first-rate customer response handling, coordinate the delivery of our Managed Service Solutions, and ensure our customers’ happiness and our reputation. This is not a line management role, but more a resource allocation and deployment one. It will have a crucial impact on the Service Desk function but will also make a clear impact through its contribution to and interactions with our Technical Solutions, Dev Ops and Compliance functions in the business.

It is not necessary for this position for you to have a technology background, it’s much more important to us that you can assign and co-ordinate work and are organised and dedicated to great customer service. You might have a background working in a call centre or a similar customer response or support role, and are looking for a new challenge and some progression/responsibility - either way, even if you don’t think you meet each and every one of the essential skills and attributes, we’d like to hear about you and what you can bring to our company, so please do apply.

**Duties and Responsibilities**

Duties will include but are not limited to:

- Logging ticket requests for service and issue resolution that are made by customers through our Autotask system and via the phone.
- Proactively assigning tickets to Service Desk Analysts and monitoring responses in line with our Managed Service Contracts and Service Level Agreements (SLAs).
- Monitoring progress on open tickets and chasing up Service Desk Analysts for customer support responses and actions.
- Co-ordinating the seamless execution of service desk workflows.
- Preparing ticket progression status reports for the Head of Operations.
- Bringing foreseen logjams or service problems to the attention of the Head of Operations and working with him to find a solution and route though.
- Learning about issues and request for service resolution and developing your understanding of these in order to resolve lower level IT support requests over time.
- Actively seeking customer feedback and opportunities to improve customer care.
- Continual self-development to remain updated on best practice in IT customer services.
- Developing strong, professional but friendly relationships with clients and end users.
- To be a role model of the first class customer support and manifesto promises of Vigo IT.
- Any other duties as commensurate with the job role and as required by the company.

**Skills and experience we'd like you to have**
- First class communication skills both written and spoken.
- An ability to relate to a wide range of people.
- Delegation and organisational skills.
- Ability to prioritise, triage and escalate where necessary.
- Ability to anticipate demands and service bottlenecks.
- Ability to effectively co-ordinate service desk ticket handling operations.
- Ability to consider and evaluate decisions in the short, medium and long term.
- Ability to handle multiple demands simultaneously.
- Energetic and resilient problem solver.
- Ability to work with integrity, pride and passion.
- At least 2 years’ experience in delivering excellent customer service and/or support.
- Experience of working to agreed customer service targets.
- Demonstrable experience of developing strong and long-lasting customer relationships.

**Skills and Experience - Desirable**
- Programme, project or delivery co-ordination experience.
- An interest in IT/working in the technical sector.
- Experience of working in an IT Managed Service environment.
- Experience of supporting and contributing to a Quality Management System certified to ISO 9001:2015
- Full driving licence.

**Additional Info**
- You’ll be based at Vigo IT Solutions' HQ in Birkenhead
- Our working week is 37.5 hours
- Salary is negotiable depending on experience
- 8% employer pension and private healthcare after qualifying period

**Please upload your CV AND a supporting letter. telling us how you meet the requirements of the job and any other information you think will help us to get to know you a bit better.**

**Job Types**: Full-time, Permanent

**Salary**: £24,000.00-£27,000.00 per year

**Benefits**:

- Company pension
- Private dental insurance
- Private medical insurance

Schedule:

- Monday to Friday

**Experience**:

- Customer support: 1 year (preferred)

Work Location: One location

Application deadline: 24/03/2023
Reference ID: SD062021

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