Service Desk Coordinator Ref: GL553
Job Role: Service Coordinator
Flowers Associates Ltd.
Salary: £18,000pa plus bonus and Free car parking
Location: South of Leicester
Hours: Monday to Friday – Working 37.5 hours per week, between the hours of 7.30am – 18.00pm.
Do you have previous experience within Customer Service? Ideally within a busy service desk capacity, coordinating sub-contractors on a daily basis?
Do you have the proven ability in taking full ownership?
Do you like working in a small team and adding value?
Customers are at the heart of everything we do and as a Service Coordinator you will play a vital role in supporting our Vision, building great relationships with customers and offering dedicated care. This is a busy role with lots of multi-tasking but for the right candidate it’s an excellent opportunity!
To provide Service Desk Administration support by maintaining a professional and efficient service desk and proactive service.
Your key tasks will include:
Log and follow up on Service Desk requests in an accurate manner which is in line with contractual requirements.
Liaising with the Clients so that all events are handled effectively, and that work is allocated to the correct person/subcontractor, once completed, closed off correctly in the system.
Monitor and maintain the Planned Maintenance Schedules
Ensure quotes are prepared for customers when required
Ensure customer Dashboards are created at the required time and in an accurate manner.
The management of parts ordering using Sage
Maintain the call out rotas for the engineers
Monitor and progress open calls, incomplete calls and calls awaiting parts and further information whilst keeping the customer fully informed.
Ensure all administration for the Service Desk is completed efficiently so as to ensure the smooth running of the contracts at all times such that optimum service levels are achieved (e.g. post receipt and distribution, stationary, generation of purchase orders, filing etc)
Escalate issues, where appropriate to your line manager or relevant person and advise of any potential problems, in a timely manner in order to avoid service failures ▪ Manage and escalate complaints received
Ensure that Service Desk Reporting is operated to the standards required
Operate to processes defined to ensure efficient working practices within the Service Desk.
Assist in the provision of management data and reports.
To maintain an organised systems of paperwork handling/filing to ensure there is a readily available audit
Do you have the following experience and skills?
Have a minimum of 2 years’ experience within in a customer focused role
Have a sound knowledge of IT
Excellent communication skills both written and verbal
Ability to deal with confidential information
Proven ability of working under pressure
Experience of working with SLA’s is desirable
Willingness to learn
Ability to work to deadlines, balancing different priorities and coping with fluctuating workloads