IT HELPDESK COORDINATOR 28K TO 34K BASIC PLUS BENEFITS BASED BURNLEY CLOSE TO MOTORWAY AND PUBLIC TRANSPORT LINKS, FREE PARKING Our client is a leading provider of IT Support Solutions within both private and public sectors.
Established for over a decade, they are hugely successful and respected as a managed service provider.
We are now looking for an ambitious and experienced IT Helpdesk Coordinator to help manage the work flow and customer service levels The company are absolutely superb to work for and provide a great environment and culture, with great training and development opportunities.
This is a customer focused role rather than purely technical, but the right IT helpdesk background is needed.This isn't an engineer role it's very client orientated
Main Responsibilities Managing the workflow, coordinating and assigning jobs to engineers Updating the system accurately and efficiently Identifying complexity and technical need of customer tickets Providing a dedicated point of contact for customers for any service issues or problems Ensuring an excellent level of service Working with the 2nd & 3rd line engineers to allocate more complicated incidents Ensuring customer tickets are flowing accurately and have the correct support Keeping clients updated as to the progress of their request / issue status Maintaining agreed SLA's, updating ticket information as you work Liaise with third parties and vendors where necessary Working to deadlines and adapting quickly to a fast-changing environment Main Skills and Experience Excellent communication skills (both verbal and written) Ability to respond to customers under SLA and work under pressure Customer focused with a strong background in client service Possesses technical knowledge of running an IT helpdesk Able to allocate jobs accurately to engineer s Experience of an IT support desk environment, ideally within an MSP Microsoft Office 356, Active Directory experience We welcome applications of all nationalities but applicants must be eligible to work in the UK and be able to commute to the location – this is NOT a remote role
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