Service Desk Coordinator
2 weeks ago
The role of a Service Desk coordinator is primarily to offer day to day operational support within the Data and IT projects team delivering the service desk contracts. The coordinator will be expected to work in a fast-paced environment and will be responsible for supporting the Service Desk Manager, ensuring calls are assigned and dealt with in a professional and timely manner meeting customer expected SLA’s within budget. To fulfil this role the coordinator will need to organise and implement administrative systems and procedures performing necessary support duties as required.
**Responsibilities**:
- Triage and log ticket requests, inputting details into an in-house system, providing and tracking regular updates to the status of the request through to work complete status in line with Service Level Agreements (SLAs)
- Sort and dispatch calls to engineers based on the correct skills sets, location and service delivery arrangements
- Meet SLA targets and respond to customer demands
- Raise purchase requisitions to the value not exceeding agreed limits
- Ordering of materials and plant as and when required
- Reporting and communication management with the collation of accurate and punctual regular reports as required to meet the expected customer SLAs, inputting of customer billing information, ensure team are kept abreast of any updates and changes to service requests
- Escalate any complaints as required and support continuous improvement activity to reduce levels of customer complaints
- Ad hoc administration duties such as hotel and travel bookings, arranging on site access, updating stats for customer reports
- Work with the Service Desk Manager and HSQE department to comply with company procedures to ensure that all risks relating to health and safety matters are effectively managed through the use of risk assessments, PPE, training and company procedures to ensure a safe working environment.
- Stock management ensuring customer stock and any associated materials required for the service request are delivered to a safe point of contact and manage the return of faulty stock to add back into stock loop or RMA procedure.
Skill Set Requirements:
- Be able to work accurately, with excellent attention to detail;
- Be proficient in the main elements of Microsoft office, particularly Excel
- Gain knowledge of any in house systems in relation to the role
- Have some technical knowledge of IT and data systems to support the service contracts
- Strong administrator with good planning and prioritising skills;
- Able to work to tight deadlines
- Work to relevant company procedures;
- Excellent communication skills both spoken and written;
- Enjoy working with people and work as part of a team;
**Job Types**: Full-time, Permanent
**Salary**: £20,000.00-£22,000.00 per year
**Benefits**:
- Additional leave
- Company pension
- On-site parking
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Sheffield: reliably commute or plan to relocate before starting work (required)
**Education**:
- GCSE or equivalent (preferred)
**Experience**:
- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)
Work Location: One location
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