Service Coordinator - Gateshead, United Kingdom - Turn Key Air Conditioning Ltd

Turn Key Air Conditioning Ltd

Verified Company

Gateshead, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

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Description

We're looking for an energetic and super organised Service Desk Coordinator to work within our Service Department.

Reporting to the Service Department Manager, you'll be responsible for ensuring the smooth running of our Service Desk, making sure that all jobs are logged and assigned in line with SLAs.

To be successful, you'll need to tap into your prioritisation and communication skills, as well as your passion for delivering a great service to our customers.

Prior experience working in the building or HVAC trade would be an advantage. However, you don't need to be technical yourself.

The crux of this role is to coordinate, oversee and co-ordinate planned and reactive works. So experience in Coordination is essential.

Key responsibilities

Responding to incoming support calls via the telephone and the Service Desk system
Log and correctly allocate service desk cases to engineers using the Service Desk system in line with agreed SLAs.
User administration of the Self-Service Portal ensuring customers have the correct access.
Validating tickets raised, are supported under customer contracts.
Track ticket progress throughout the lifecycle of tickets.
Report and escalate any SLA breaches.
Collate and verify Service Desk Engineer time sheets.
Maintain the Service Desk core hour and On-Call Rotas.
Coordinate tickets across Incident, Problem & Change ensuring they are managed through to completion.
Work with the Project Coordinator to ensure onboarding is completed to a high standard.

Skills, experience and qualifications

Background working in a reactive service desk environment
Previous experience as a Coordinator, or in a similar role
Understanding of how a Technical Service Desk operates
Passion for delivering customer service
Ability to empathise and communicate a plan of action
Ability to confidently organise and coordinate a busy service desk
Comfortable working under pressure and meeting targets

Desirable

HVAC trade (or show the desire to learn about the industry)

About us
Turn Key Air Conditioning are specialist air conditioning contractors, operating within the built environment.

Our forte is in working with end users, consultants and contractors, offering a comprehensive, turn key air conditioning service which includes:

Concept to completion

Survey, design, legal aspects, building trades co-ordination, contract supervision and air conditioning system installation and maintenance.

Legal aspects such as obtaining permission from landlords, planning and Building Control are vital considerations but are often difficult to handle.

Air Conditioning Equipment Specification Expertise

Our engineering management structure ensures that we are familiar with the latest air conditioning technology available. This is vital for project cost minimisation, minimising running cost and conformity to environmental emissions legislation.

Wherever possible we design our air conditioning systems with the Enhanced Capital Allowances (ECA), 100% tax allowance scheme in mind - see Services page.

We deal with the major air conditioning equipment suppliers such as Daikin and Toshiba and we are Business Solutions Partners to Mitsubishi Electric.

Nationwide Air Conditioning Installation Service and Maintenance

We have over 1,000 air conditioning systems on contract and have a specific maintenance and service co-ordination function within our organisation.

Please visit our Maintenance page to see details of our very attractive Enhanced Installation Warranty.

Retail, leisure, commercial and manufacturing groups with premises throughout the UK find our nationwide coverage very attractive when contracting the maintenance of their air conditioning systems.

Job Types:
Full-time, Permanent

Salary:
Up to £25,000.00 per year

Benefits: