Service Desk Coordinator

16 hours ago

North London, United Kingdom Focus Group Full time

**Service Desk Coordinator**

**General Summary**:
The Service Desk Coordinator is responsible for attaining maximum utilization of internal and field technical resources through the daily dispatch/coordination of service requests.

Perform service request intake from clients; assign, schedule and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong client relations are a must.

**Position Responsibilities**:

- Act as the single point of contact to the client for all types of service requests
- Coordination of all IT support areas to ensure maximum utilization of billable resources
- Schedule internal and field technical resources on the ConnectWise dispatch portal
- Monitor resource schedules to ensure prompt time entry on service requests
- Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Improve client service, perception, and satisfaction
- Responsive turnaround of client requests
- Ability to work in a team and communicate effectively
- Improve usage and increase productivity of IT support resources
- Escalate service requests that cannot be scheduled within agreed service levels
- Report on the utilization of IT Support resources and successful completion of service requests to the Service Manager
- Understand processes in ConnectWise Manage by completing assigned training materials, blueprints on the ConnectWise University, our Operations Guides, and making use of SOPs
- Enter all work as service tickets into ConnectWise Manage

**Knowledge, Skills, and Abilities**:

- Basic computer and operating system knowledge
- Interpersonal skills: such as telephony skills, communication skills, active listening and client-care
- Ability to multi-task and adapt to changes quickly
- Technical awareness: ability to match resources to technical issues appropriately
- Service awareness of all organization’s key IT services for which support is being provided
- Understand support tools, techniques, and how technology is used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast moving environment

**Credentials and Experience**:
Previous Client Service or phone related skills; familiarity with computer system support terminology concepts.

Location: North London

**Salary**: £25,000 - £30,000 + Great Benefits

**Salary**: £25,000.00-£30,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- North London: 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)

Reference ID: IN/RM/SDC

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