Service Team Co- Ordinator

Overview

 

Service Team Co- Ordinator 

 

Our client is a fast-growing dynamic IT Managed Services Company that specialises in improving customer’s efficiency, profitability and competitiveness, providing IT Director to Desktop based Managed IT Services and Business Software Systems.

They are looking for a Service Team Co-Ordinator responsible for the prioritizing and assigning service desk cases and scheduling the professional service resources. 

 

The Role

In order to be successful in this role you will need to have excellent customer service skills, exceptional organizational skills and attention to details – you will be working to agreed KPI's, supporting and encouraging the team to meet and exceed also their SLA’s.

 

Responsibilities:

  • Triage and assign service desk cases as the arrive via email or phone
  • Ensure all cases are responded to, actioned and escalated as required, communicating with the customer regarding incident progress where necessary.
  • Schedule onsite visits for engineers  
  • Adopt, adapt and continually work to improve on processes and procedures already in place for the service desk and professional services teams
  • Provide status reports to customers. 
  • Strive to exceed service levels delivered through our customer excellent program.
  • Provide support for Services Delivery Lead and feedback to Customer Relationship Managers. 

The Person

  • Ability to multi task and prioritise appropriately.
  • Excellent customer service and organisation skills.
  • Problem solving and positive attitude
  • Experience co ordinating a team of IT service desk engineers.
  • Understanding of IP networking and basic network troubleshooting skills. .  
  • ITIL Certified or worked in an ITIL Environment advantageous. 
  • Use of a CRM / PSA System is essential - ConnectWise ideally.
  • Degree or 3rd level qualification in Computer Science/ IT or related discipline an advantage 

 

Salary

Salary depending on experience

 

Location

Our client is based in Dublin 12

The Start: You can start immediately once you went through the application procedure.

 

Thank you for your time considering this application for a Service Team Co-Ordinator. Hope you have already assessed your experience and sent your CV across! I look forward to talking to you.

 

CLCIE