Service Desk Co-ordinator

Location: Sheffield - S20 area

Salary: to c£20,000 + benefits and paid overtime

Reference: 7060

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Sue Ross Recruitment are working with a specialist service and support company who supply their services to wide range of customers covering Mechanical, Electrical, Data and Facilities Management . You will be working as part of the service desk team providing support to customers with service cover.

The role of a service desk coordinator is primarily to offer first line support to all customers with service agreements. Efficient logging of support tickets, working with field engineers and subcontractors resolving issues for our customers as quickly as possible.

Key duties include:

  • Meeting Customer expected SLA’s
  • Manning the service desk telephone line as and when required, including on-call on a rota basis covering 24x7x365
  • Acknowledgement of calls within agreed SLA and meeting KPIs
  • Logging of calls and following through to completion.
  • Compile document packs for distribution to engineers and sub-contractors, including statement of works & RAMS
  • Setting up of project folders & job info pack as required
  • Ensure documents are accurate and updated.
  • Communication with site contacts.
  • Liaise with engineers in support and communicate with the customer.
  • Liaise with the Resource Manager as and when necessary
  • Project specific reporting as and when required
  • Hotel and travel bookings are made as and when required for engineers.

Applicants will have experience in a similar service co-ordination role and have the following skillset:

  • Excellent communication skills both spoken and written.
  • Be proficient in the main elements of Microsoft office.
  • Gain knowledge of any in house systems in relation to the role.
  • Good planning and prioritising skills.
  • Able to work to tight deadlines.
  • Work to relevant company procedures.
  • Be able to work accurately, with good attention to detail.
  • Enjoy working with people and as part of a team.

Please note that this is a full time role, working 37.5 hours per week, and you will be required to cover on-call (evenings and weekends) on a rota basis which is paid as overtime.  This is every three/four weeks.

Unfortunately due to the number of applications we receive, we are unable to provide individual feedback to all applicants. Please assume that if you do not hear from us within 72 hours that your application has been unsuccessful on this occasion.

May we take this opportunity to thank you for expressing an interest in one of our roles and wish you the very best in your search for employment