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Form of work
SalaryOur client is a market leader in the provision of managed IT services to the retail and hospitality sectors.
They are one of the most highly sort after IT service providers for some of the UKs largest retailers and they are looking for a Service Desk Coordinator to join their friendly and welcoming team.
(Shift patterns between 8am and 6pm. Initially 1 weekend in 2 during probation stages then dropping to 1 in 5)
Job Overview:
- This role is all about ensuring our customers are kept up to date with the progress of resolving their faults logged with our engineers; this may be via links to their systems, or by phone call and email.
- Ensuring customers are aware of the latest ETAs for their service visits, aware of any issues and kept up to date with queries they log.
- Validating calls and arranging revisits are important parts of this job.
- Booking access for engineers to ensure they can get on site is a key accountability.
Key Tasks and Responsibilities:
- Control of all customer data
- Monthly SLA management
- Resolution of aged calls
- Taking high volume of calls from customers; dealing with their enquiries, taking messages, or passing to the relevant department
- Responding to customer email enquiries
- Scheduling and booking engineer visits
- Raising job orders
- Scheduling engineer visits across the UK using bespoke software
- Accurate up-keep of customer records
- Parts/stock ordering
- Liaising with customers, engineers, and colleagues
Skills and Abilities:
- Communication skills to internal and external stakeholders
- Confident with IT systems and software packages
- Geographical awareness
- Customer Service Experience
- Office Working Experience
Experience:
- Excellent communication skills and the ability to tailor communication
- Ability to stay calm under pressure and deal with problems in a logical and efficient way
- Demonstrable experience delegating and prioritising an ever-changing workload
- MS Office knowledge, especially Excel, PowerPoint, Teams
- IT Installation and Maintenance experience in Retail, Hospitality and Leisure industry
If you have customer service experience and are looking to join a company that will give you an opportunity to learn and grow within the role then please send your cv through asap.
