Evolve-IT are delighted to bring to market a Service Desk Coordinator for leading Managed Service Provider dedicated to delivering top-notch IT support and services to businesses of all sizes. Their mission is to provide seamless technology solutions that drive their clients' success.
The Service Desk Coordinator will play a crucial role in ensuring the efficient operation of the service desk. This individual will be responsible for coordinating support activities, managing ticket flow, and ensuring timely resolution of client issues.
Key Responsibilities.
- Act as the primary point of contact for service desk inquiries, ensuring all client requests are addressed promptly and professionally.
- Coordinate the daily activities of the service desk team, including ticket assignment, escalation, and follow-up.
- Monitor ticket queues to ensure timely resolution of issues and adherence to service level agreements.
- Maintain accurate records of all service desk interactions, documenting issues, resolutions, and follow-up actions.
- Collaborate with technical support staff to ensure efficient resolution of client issues.
- Generate and analyse service desk performance reports to identify trends and areas for improvement.
- Provide training and support to new service desk team members.
The ideal candidate will have.
- Proven experience in a service desk or technical l support role, preferably within an MSP environment.
- Strong understanding of IT service management principles and best practices.
- Excellent organizational and multitasking skills with the ability to manage multiple priorities in a fast-paced environment.
- Exceptional communication and interpersonal skills, with a customer-focused mindset.
- Proficiency in using service desk ticketing systems.
- Ability to analyse data and generate reports.
- Strong problem-solving skills and the ability to work well under pressure.
- ITIL certification is a plus.
Our client is offering up to £35,000 per annum as well as a generous benefits package, if you are interested in a confidential conversation about the role and your experiences please don’t hesitate to contact at katie@evolve-it.com.