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
Coordinate the Service Desk function to deliver high class service
Effective management of all tickets through the lifecycle (cradle to grave)
Act as a point of escalation
Delivering a high level of customer centric service
Ensuring resources are scheduled and fully utilised to meet the demands of the service
Plan workloads and deploy engineers ensuring maximum efficiencies are maintained
Contribute to the creation of post incident management reports
Produce management information reporting
Proactively ensure KPIs/SLAs are achieved or exceeded
Work closely with the Service Desk Manager on areas for service improvement
Develop effective working relationships in order to ensure a consistent, high quality service is delivered
Develop Service Desk procedures as required and identify, qualify and drive Service Desk continuous improvement initiatives
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.
Proven track record of Incident and SR Management within a MSP or large internal IT department
Excellent organisational skills with the ability to multi-task whilst meeting tight deadlines
Attention to detail with high standards of accuracy and review
Delivery of exceptional client experience and customer service
Excellent communication, interpersonal and influencing skills
Experience of producing management information (for different audiences). Experience of managing and maintaining SLAs and KPIs
Experience of working with ConnectWise and Bright Gauge toolsets (not essential)
Exceptional communication skills
Understanding of best practice frameworks (such as ITIL)
Ability to manage multiple competing priorities to a successful conclusion