Overall purpose of role

Reporting to the Service Desk Manager, the Service Desk Coordinator will be working across 1st, 2nd, 3rd line team and the wider business. They will be responsible for managing the process flows for Incident and Service Request Management for OryxAlign’s extensive client portfolio and facilitating & tracking the process with effective and insightful metrics.

The successful candidate will use their previous experience and expertise to evolve and improve the functional flow within the team and contribute to the configuration of the toolset which underpins our Service Desk function. The candidate will also be expected to continuously look for ways standardise, improve and enhance the customer support experience.

The Service Desk Coordinator will also ensure that tickets are managed through to resolution in line with Service Level Agreements, escalating issues where required and ensure that tickets are managed professionally and always with a focus on the client.

 

Key duties & responsibilities

 

Technical skills and experience

We are an established MSP, this role will require broad understanding of different technologies, whilst being passionate about delivering exceptional service.

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