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

 

Grazina Orlovska, Lead Recruiter - Your e-Frontiers consultant for this job

Gražina has 5 years’ experience in the full cycle of recruitment (permanent, temporary and contract) having worked for e-Frontiers for 4 years. She is currently a Lead Recruiter within the e-Frontiers Business department managing the Customer LifeCycle team. Grazina is responsible for account management and overseeing delivery of the team specialising in permanent roles for Sales (Inside Sales, Business Development, Lead Generation, Sales Management), Customer Relationships, Digital Marketing, Finance, HR and Admin. Gražina also works on senior assignments herself including Directors, Senior Sales, Accountancy, and HR professionals.  She has a B.A. in International Economics and a Masters in Human Resource Management from Vilnius University in Lithuania and also holds a CIPD qualification from National College of Ireland. She has also completed Black Belt in Internet Recruitment with Social Talent and can be often seen at relevant industry events (both as an attendee and as a presenter). Gražina is a native of Lithuania and speaks fluent Lithuanian, English, Russian & Polish. She fell in love with Dublin during the St. Patrick's Festival in 2013 and is now well engrained within the Irish culture scene, enjoying the local craic and supporting Dublin's North City Dart's League team.

Specialises in: Finance, Administration, Sales & Marketing, Customer Success, Customer Support, Digital Marketing, IT Sales