Service Desk Coordinator

GreensafeIT • Permanent • Kidderminster, Worcestershire, England, United Kingdom • £25,000 / year • 5h ago

Service Desk Coordinator

Location: Kidderminster

Salary: £25,000 per annum

Vacancy Type: Full Time, Permanent

As an IT recycler and supplier of IT Services, Greensafe IT have overseen more than three million devices through the IT lifecycle and, as a result, are perfectly placed to provide their customers with guidance and advice through this complex market. They offer a huge range of additional services, such as IT spares and logistics throughout the UK, as well as datacentre and office relocations, configuration and build, bonded stock, engineers and project managers, their hardware specialist IT brokerage service.

The Role

Due to continued growth within the company, they are looking for someone to be able to support their current Service Desk to prioritise and solve enquiries efficiently. The primary purpose of this role is to be responsible for the workflow and support of the Service Delivery Manager – Major Accounts. This role manages customer services, ensuring adherence to SLA and being the first line support to the Service Coordinators where required.

Key Responsibilities:

Accountable for ticket management, ensuring allocation and tickets being resolved within SLA and at a high-quality standard
Supporting the Service Delivery Manager – Major accounts, including in periods of holiday and absence
Support and lead on customer calls when required
Deal and resolve ‘first line’ escalations receipted
Support the Service Delivery Manager – Major accounts with service-related tasks, such as escalations and queries
Be accountable for direct customer communications, both verbal and written
Support the onboarding of new customers and engage with the Customer and Services Transition Manager to ensure seamless transition into BAU services
Support service SLA’s and manage the team accordingly to achieve the SLA alongside service-related tasks
Support and engage with the Operational Managers to ensure order queries are resolved and the customers are updated
Support the Operational Huddle led by the appropriate Operations Manager. Thus, supporting seamless communication between Services and Operations and updating the customers accordingly

Skills and Qualifications