IT Service Desk Coordinator

Salary: £26,000 – £27,600 per year

SF Commercial team are working with a leading business in Northampton, and we are looking for an IT Service Desk Coordinator to join their exisitng team on a full time Permanent basis.

Flexible working hours – 37.5 hours a week, Monday to Friday (between operating hours of 8am to 6pm) 

As an IT Service Desk Coordinator, you will be responsible for dealing with customer service queries, our culture is focused on customer experience by focusing on 1st time resolution. Striving to always deliver service excellence as a Customer Experience Executive you will be accountable for providing customer support across a wide range of the portfolio product ranges. The customer service executive has a clear development plan that will focus on soft skills as well as product knowledge.

THE ROLE:

• Day to day management of customer queries; being the 1st time resolution point for all of their requests
• Be the internal advocate for the customer’s enquiries at all times – working with both internal departments and external partners to seek resolutions whilst ensuring the customer is kept informed of progress at all times.
• Develop effective working relationship with our customers.
• Ensure accurate notes and details are added into CRM for every customer interaction
• Ensure detailed records are kept and maintained with regards to all equipment and services provided to Customer.
• Carry out a wide variety of tasks on behalf of our customers, to include:
o Fault finding
o Network / Carrier liaison
o Billing Queries
o Resolving queries on their mobile/hosted telephony/connectivity products and estate
o Activate SIM swaps
o Carry out trouble shooting and line tests
o Ceasing services
• Provide reports to Customer Experience Team Leader in relation to own development, outlining case load, KPI’s etc at agreed frequency
• Assist Service Director with regular supplier performance reviews via way of feedback.

The successful candidate:

• Resolution driven, always striving for a positive response and delivery of options to customer’s telecoms and IT constraints.
• A tenacious attitude with a desire to deliver over and above the customers’ expectations
• Animated personality, who engages 3rd parties in a professional and proficient manner.
• Able to demonstrate a confident and friendly telephone manner
• Possess both strong keyboard and written language skills
• Confident in liaising with all colleagues to meet the customers’ requirements. Demonstrating customer activist behaviour to always deliver service excellence.
• Business acumen with a keen eye for development opportunities, skilled at time management and workload prioritisation
• Adaptability to continue to deliver service excellence in a fast changing environment

WHAT YOU’LL NEED

– Competent user of MS Office products, particularly Word and Excel
– Previous experience within an IT related Customer Service role and/pr telecoms/IT industry experience. 
– Excellent customer service skills 
– Customer Focused
– Accountable
– Commercially Aware
– Team Working/Collaboration
– Innovative

IN RETURN YOU’LL GET 

Basic salary is £26,000 – £27,600plus excellent benefits 

– 22 days holiday + birthday off
– Pension
– NHS Healthcare Top Up Cash Plan (money back on everyday medical expenses)
– Discount scheme on entertainment/shopping/leisure activities
– Dedicated self-development time
– Flexible working
– Death in service (3 x salary)

If this sounds like you, please do get in touch, I would love to hear from you.