IT Service Desk Co-ordinator

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We are a successful managed service provider delivering high quality, cost effective and sustainable IT and Telephony solutions to charities, social enterprises, community groups and voluntary organisations.

Our extensive experience within the social change sector in both the UK and Europe ensures that we appreciate the financial and technical limits within which organisations often work. We therefore aim to take the stress out of the management of IT and Telephony, providing our clients with transparent and reliable support, allowing them to focus on their core operations.

Set up in 2008, we are a small and friendly growing company of approximately 20 people, based in the vibrant Shoreditch area of East London.

We are looking for an outgoing, analytical, data driven Service Desk Co-ordinator with excellent customer service skills to join in this newly created role, initially on an initial six-month fixed term contract with a view to ongoing employment should the role prove successful.

Job Purpose

                                    To co-ordinate and support the day to day operations of the service desk ensuring excellent service delivery to customers within agreed SLA timescales

                                    To ensure the smooth and timely flow of work through the job queue to balance engineer workload, ensure service level targets are met and achieve excellent customer service and support.

                                    To monitor the performance of the Service desk through report generation and data analysis.

                                    To work collaboratively with the Head of Service Improvement to ensure service desk processes are documented, communicated, followed and reviewed within a programme of continual service improvement

Knowledge and experience

                                    Minimum of 3 years’ experience of working in a fast-paced IT service desk ideally within an MSP environment.

                                    Good knowledge and understanding of the ITIL Framework.

                                    Experience developing, implementing and preparing service desk reports and KPIs, and monitoring performance through data analysis and reporting.

                                    Experience of ticket and queue management within a IT service desk.

                                    Experience supporting Microsoft Cloud environments including Office 365 and Azure.

                                    Sound understanding of the toolsets used within an IT service desk.

                                    Demonstrable experience of supervising teams and managing the workloads of others.

                                    Experience developing, reviewing and implementing service desk processes.

Qualifications and skills

                                    Degree level education or equivalent desirable.

                                    Extremely customer focused with the ability to develop and maintain strong relationships with customer contacts at all levels.

                                    Exceptionally strong analytical skills.

                                    Ability to lead on continual process improvement.

                                    Commercial acumen and the ability to quickly identify key information in commercial contracts.

                                    Strong written and verbal communication skills - ability to establish effective communication with internal and external contacts.

                                    Very assertive yet approachable, with the ability to build and maintain strong working relationships with management, service delivery teams and customers.

                                    Very proactive and tenacious with the ability to problem solve and see difficulties through to a satisfactory conclusion over a varied timeframe.

                                    Strong organisational skills, able to manage multiple tasks and prioritise effectively.

                                    Very flexible and able to quickly adapt to changing priorities.

                                    Accurate with a keen eye for detail.

                                    Ability to assimilate large quantities of information from a variety of sources and quickly understand what action is required.

                                    Ability to manage and resolve challenging and complex customer service issues.