Service Desk Coordinator

Fourteen IP Communications Ltd ,
Wigan, Greater Manchester
More Details
Salary: From £17,000 to £20,000 per annum

Overview

Job Description Job Title : Service Support Coordinator Reports to: Head of Support Services Location: Fourteen IP, Unit 4 Wheatley Industrial Estate, Lock Flight Buildings, Wheatlea Road, Wigan WN3 6XP Contract: Temporary full-time contract Duration: Minimum of 12 Months Hours: Monday – Friday, 9.00am – 5.30pm. Holidays: 22 per annum plus Bank Holidays. Salary: Between 17 – 20k, dependant on experience. Job Purpose The purpose of a Fourteen IP Communications Ltd Support Coordinator is to ensure that operational support requests are responded to and fulfilled in line with the company’s contractual obligations, targets and standards. Main Duties & Responsibilities Receive incoming customer support requests, which could relate to faulty equipment or requirements for equipment moves, additions or changes, via both phone and e-mail. Record and process customer support requests real time and in sufficient detail utilising the company’s Servicemax CRM system. Where applicable compile quotations, estimates or proposals for chargeable support works, moves, additions or changes. Co-ordinate both chargeable and non-chargeable support requests, moves, additions and changes in line with company service level agreements and standards. Ensure that documentation and information relating to chargeable and non-chargeable support requests, moves, additions and changes is provided, obtained and recorded in line with company procedures. Invoice for chargeable support requests, moves additions and changes in line with payment terms and client credit accounts. Create, produce and review appropriate support related reports requested by the Head of Support Services. Co-ordinate and book accommodation and travel relating to both chargeable and non-chargeable support requests, moves, additions and changes. Contribute to support resource planning and co-ordination including but not limited to; creation and issue of work instructions for field-based technicians, co-ordination and distribution of the on-call rota (following approval from the Head of Support Services), sourcing and booking of sub-contractors as and when required. To respond, resolve and when appropriate escalate, customer or prospective customer concerns or queries. Attend and participate in relevant meetings with the management team, technicians, customers and suppliers as and when required. Establish and maintain effective interpersonal relationships with those contacted during work. Complete required training for the post and strive to meet development objectives. Identify sales opportunities. Perform any other / or additional duties as dictated by the needs of the business. Person Specification Essential Experience and Skills Required for Post: Previous experience in a service support role, preferably within the IT/Telecoms sector. Excellent IT skills, including Excel and Microsoft Office. Experience producing customer quotations, estimates and costings for voice and data products and services. Experience processing supplier and sub-contractor purchase orders preferably within an IT/Telecoms support environment. Ability to work in a fast-paced environment. Experience of having provided administrative support to multiple projects. Highly organised with the ability to prioritise workload and work accurately. Demonstrate ability to work to targets and deadlines. Strong written and verbal communication skills with the ability to build good working relationships face to face and over the telephone. Ability to work as part of a team. This job was originally posted as www.totaljobs.com/job/89773271

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