Service Desk coordinator AV IT support

Posted 27 October by Frankly Recruitment
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Do you want to work for a dynamic, global communications technology business? 

This is a fabulous opportunity for someone coming from a IT or AV helpdesk looking to progress their career on a global support desk. This is a varied, fast paced role that would be well suited to someone with strong customer service experience.

Hybrid working with full technology. 3 days from the office and 2 home working. 

Shifts between 7am - 7pm Monday to Friday 37.5/week

DUTIES AND RESPONSIBILITIES

As a Client Service Coordinator, you will be part of a Global team that act as a first point of contact for all of our Global Service clients to ensure their requests and faults are delivered punctually at scheduled times and in accordance with agreed SLA’s. Cases are managed from start to end with an emphasis on clear and constant communication to provide a world class customer service.

Responsible for day to day reactive logging of client requests and faults both nationally and internationally whilst maintaining global etiquette and being aware of the impact to the client

Working closely with the SME (Subject Matter Experts) team to build working relationships for utilisation of increased technical support and understanding, leading to an expedited resolution of faults and trend analysis

Responsible for keeping lines of communication active between internal and external contacts ensuring updates are frequent and clear

As a case owner you will need to ensure all parties responsible for the progression of a case are actively updating and working towards a resolution

Ensuring case management for support issues, projects and Managed on Site queries and requests are in line with our internal processes and contractual obligations for our clients

Coordinating any repair works of faulty equipment, liaising with manufacturers and in-house repairs whilst taking financial impact into consideration

Organising engineer attendance Globally with the assistance of our Global partners ensuring that they attend the site in the requested SLA time frames and provide satisfactory resolutions

Liaising with the Field Service Engineering team to dispatch resources locally and aligning SME remote support to be available should it be required

RELEVANT EXPERIENCE

Must have excellent communication skills and the ability to prioritize your workload in a busy and challenging environment. You will need to have a professional persona and be able to work well under pressure with a flexible approach to the working day.

Customer Services focused to ensure that clients receive a premium service

Excellent organisational skills and the ability to work in multiple areas

Capable of communicating professionally at all levels.

Excellent face to face, telephone and written communication skills.

Have at least 2-years customer service experience on an AV/IT service desk.

Ability to multi-task and work well under pressure.

A good understanding of Service Desk challenges

A logical approach to problem solving

Have an analytical approach to problem solving and decision making.

Good working Knowledge of Microsoft Office systems, specifically Excel, Word and Outlook.

PERSONAL QUALITIES & BEHAVIOURS

Professional and smart appearance

A logical and methodical approach to problem solving

Highly reliable with direct, honest and dedicated work ethic

Enthusiastic and self-motivated with the ability to motivate others

Consistent, composed and patient, with aptitude to remain calm under pressure

Commitment to customer service

Responds quickly and positively to the needs and requests from customers with the ability to prioritise workload based on customer requirements

Develops innovative approach to improve long term levels of service deliver

£25 - £28k PA

Scope for progression

Reference: 44490658

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