Service Desk Co-ordinator

Service Desk Co-Ordinator/Administrator

Monday - Friday 8.30 to 5pm

Salary : £30,000.

Responsibilities:

• Manage and oversee the daily operations of the Service Desk, ensuring efficient and effective resolution of IT support requests.

• Act as the main point of contact for all incoming support tickets, phone calls, and emails from users and customers.

• Prioritize and assign support tickets to the appropriate technical support teams based on urgency and complexity.

• Monitor and track support tickets to ensure timely resolution and adherence to service level agreements (SLAs).

• Maintain accurate and up-to-date documentation of support processes, standard operating procedures, and knowledge base articles.

• Collaborate with cross-functional teams to address systemic issues, enhance service desk procedures, and implement process improvements.

• Attend regular training sessions to improve technology skills and promote self-service options for common issues.

• Proactively identify trends and recurring issues to develop long-term solutions and prevent future incidents.

• Continuously strive to improve customer satisfaction by delivering exceptional service and ensuring positive customer experiences.

• Prepare and present reports on service desk performance, metrics, and customer feedback to management.

Requirements:

• Proven experience in a service desk or help desk

• Strong knowledge of IT systems, hardware, and software

• Excellent communication skills with the ability to communicate information clearly and effectively to non-technical users.

• Outstanding problem-solving skills and the ability to handle multiple tasks in a fast-paced environment.

• Customer-focused approach with a commitment to delivering exceptional service.

• You have demonstrated the ability to work collaboratively with cross-functional teams to resolve issues and improve processes.

• Experience within the engineering sector or similar.

• Loyal and hard working.

 

Join our innovative and supportive team, where you'll have the opportunity to grow professionally while significantly impacting our organization's success. If you're ready to accept this exciting challenge, apply now and join our dedicated team.