Service Delivery Coordinator

7 days ago

Edinburgh, United Kingdom Lea Consultancy Limited Full time

Are you looking for a company whose number one goal is to do the best for its clients and offer outstanding service?

Do you want to feel valued and appreciated working in an inclusive team?

Do you enjoy working the majority of the time from home with 2 days a month visit to the office?

Our client is an IT company who are looking for a Service Delivery Coordinator to support the Helpdesk Team.

The role of The Coordinator is responsible for making sure that all Technicians are scheduled and working efficiently, and that the work is managed correctly and Clients are supported effectively by responding to service requests and assigning tasks to colleagues.

The Service Delivery Coordinator will work closely with the Operations Manager to help the team deliver the best results possible. This is a desk-based role working largely at home, but you will be introduced in person to each of their Clients after starting.

**Responsibilities**

**Customer Management**
- Respond to and liaise with Clients to make sure that they are happy and the team and solutions are running smoothly and are correct for their needs
- Communicate information that Client needs to be aware of around responses to their service requests

**Communication and Reporting**
- Report regularly on Service Desk operations to the Operations Manager and the Management Team
- Report the utilisation of Support resources to the Operations Manager
- Adhere to internal procedures for creating, managing, and progressing Support Requests
- Schedule the Service Team to allow effective working and co-operation within the Team
- Support the Team and Clients with any unusual or high-level issues which arise
- Escalate unusual or high-level issues which arise to the Operations Manager
- Manage and oversee rollout of new technologies/services across the customer base
- Be aware of business impact of work on Client business and consult with colleagues whenever required

**Skills and Experience Required**

**Essential**
- An excellent command of written and spoken English
- Good listening and questioning skills
- Confidence in using the phone and tailoring language to the needs of the other person
- Experience in scheduling a team of colleagues to achieve effective working
- IT literacy to medium or advanced user level
- A deep desire to make Client staff delighted with our service to them
- A curiosity about the world and the technology which our Clients use
- Experience of accurately recording work done and the time taken

**Desirable**
- Experience of working with a Service Team and using a Service Management System
- Experience working for a Managed Service Provider (MSP) or IT Support Business
- Experience in planning the work of others and the ability to think and plan ahead
- Experience in handling Technical Service Issues
- Experience and knowledge of working with the Microsoft 365 platform
- Client experience training certifications (such as Helpdesk Habits)

If you feel you have the relevant skills and experience then please apply

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