Service Desk Coordinator

Job Description

• Handing customer technical issues related calls and capturing data
• Performance improvement and people’s person.
• Accountability of improving service desk productivity & KPIs

Our client is a unique Managed Service Provide with high client satisfaction score. We are looking for individuals who can improve the client satisfaction score even more.

About the role

The Service Desk Coordinator is part of the Service Delivery team. The role is a primary point of contact responding to client requests via phone and email, and managing the job/ticket lifecycle to ensure clients experience high quality service.

Reporting to the Service Delivery Manager, your role will be responsible for call handling and routing, capturing matrices data, understanding the team member’s motivations and exceeding the organisation level customer satisfaction matrices and KPIs..

Common Requirement:

• Strong work ethic, client engagement, communication and documentation skills
• Strong people’s person with ability to instil confidence and trust in customers and team members

Role and Responsibilities:

• Phone management –

• Triage inbound calls efficiently with accurate data entered
• Ticket priority assigned accordingly
• Verbal expectations set with clients
• Reviewing phone logs and providing recommendations regarding phone quality improvements

• Ticket and resource management –

• Assigning appropriately skilled engineers to service tickets
• Setting/managing client expectations and communicating progress updates
• Ensuring response SLAs are met
• Adjusting engineer schedules accordingly
• Ensuring ticket handling process compliance applied with engineers

• Escalation handling  –

• Review escalated cases to ensure ownership of ticket is taken over by appropriate resource or department
• Evaluating “at risk” cases, taking appropriate action and escalating with appropriate team leaders/management

• Client satisfaction –

• Promote to clients the use of CSAT feedback systems
• Following up CSAT results and providing recommendations for service quality

• Continuous Improvements

• Experience in developing and running scheduling automation programs –
  • Automated ticket routing, self-help systems and creation of a knowledge base for customers to use
  • Creating efficiencies by reducing downtime and eliminating redundant activities

• Recurring ticket assessment, management and escalation

 Experience Requirements:

• Good overall understanding of technology to allow accuracy in allocating incoming tickets, and escalate complex issues based on priority
• Excellent client service, communication and documentation skill sets
• Strong organisation and time management skills with ability to manage high call / email volume
• Experience in developing/implementing and running scheduling automation programs, Automated ticket routing, self-help systems and creation of a knowledge base for customers and service desk use
• Ability to analyse and create structure and processes to enhance efficiencies
• Execute operational Technical and Sales policies, standards and work instructions required for efficient client support
• Demonstrable experience in analysing Service Desk trends and data to seek performance improvements

 Qualification:

• Minimum 3 years’ experience on Customer Service/Service Desk role
• Preferred MSP experience in coordinating Service Desk teams
• Experience working on ConnectWise is preferred or previous experience with ticketing systems
• The right to work in Australia.

On Offer:

• Competitive Remuneration
• Permanent position
• Excellent client engagement role
• Excellent office & culture -where people enjoy their job, and always learn a lot

How to apply

• If you are on our website then please apply using the “Apply Now” button below
• If you are NOT on our website then please apply via the link: https://www.appetencyrecruitment.com.au/75abe511/information-technology-jobs/service-desk-coordinator-notting-hill.php

Other titles for this role in other organisation might be: Service Desk Controller, Dispatcher, IT Helpdesk, L1 support

Appetency Recruitment Services @ 03 8560 3750

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