Service Desk Co-ordinator

IT and Digital Technology
£22000 - £24000 per annum
United Kingdom

Job description

Service Desk Coordinator
£23,512 + £330 Weekend overtime bonus

Cooper Lomaz are working with an established organisation based in Haverhill who are currently recruiting for a Service Desk Coordinator due to expansion joining the internal Client Services team.

Within this new onsite role you will be responsible for ensuring all administration and reports regarding calls and incidents are accurately maintained while planning in reactive works for our engineers and organising the planned preventative maintenance for the month ahead. You will need to build effective relationships with colleagues and engineers ensuring you support other customer team's workload is managed across the whole team, ensuring all work load issues are highlighted to service team leader in a timely manner.

Key responsibilities

  • Ensure incoming calls are acknowledged and processed accurately and efficiently, within customer Service Level Agreements (SLA).
  • Ensure engineers (Mon to Fri) are utilised in the most productive manner.
  • Prioritise calls and ensure, in the event of the call not being resolved, the call is passed to the appropriate department for further action.
  • Use effective call control (negotiation, persuasion and empathy) to keep escalations to a minimum.
  • Promote and be instrumental in looking at continuous improvements both from a customer and business perspective.

What we will offer you

  • Salary: Base £23,512 + £330 (for every weekend worked)
  • £20 per month Broadband contribution
  • £20 meal contribution (for every weekend worked)
  • 25 days Holiday
  • Free parking on site
  • Pension Scheme

Working Hours:

  • Mon to Fri - 8am to 6pm (1-hour lunch break)
  • 1 week in 6 remote working from home Saturday 8am to 8pm and Sunday 9am to 4pm (Paid in overtime). (Rota TBC).

We are committed to equality of opportunity, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships
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