Service Coordinator - Manchester, United Kingdom - LIMA

LIMA

Verified Company

Manchester, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Salary:
£30,000

Location:
Salford, Greater Manchester

Hybrid with 3 days office bound with 2 days working from home.

LIMA have been solving business challenges since 1997, through the design and delivery of award winning IT solutions and services across a range of sectors and, industries.

From infrastructure and cloud solutions to managed service and support, we work with some of the leading vendors in the world to deliver outstanding solutions to the SME market.

We are entering the next exciting phase of growth having recently defined a new strategy, restructured at Board level and taken on external investment which has led to this defined role that will be instrumental in helping us achieve our goals.

Role Purpose:

As a key member of our IT Service Delivery Team, you will be responsible for creating and managing release management and technical engineering schedules, coordinating resources to deliver work.

You'll be familiar with working to SLA's and resource scheduling to ensure that we offer a timely service to our customers.

Customer communication is a key part of this role making sure updates are provided and expectations are managed throughout the delivery of work.

Working closely with the IT Service Desk Coordinators, you will work to allocate resource to release management and technical engineering whilst also ensuring the correct level of resource is allocated to servicing our customers.

You'll be overseeing and reviewing IT related work regularly, so this role is ideal for someone who has worked in the IT industry previously and won't be phased by technical language and IT Solutions.

Our coordinator's typically focus on:

Creating and managing Release Management (RM) project workplans in line with the process
Creating and managing Technical Engineering (TE) tickets in line with the process
Validate Technical Engineering tickets to ensure the correct time has been sold and the time allocated to the delivery of work is closely monitored and tracked
Responsible for the allocation of technical resources, resolving booking conflicts and, monitoring availability and staffing requirements through LIMA's ITSM Tool (ConnectWise)
Analyse and challenge resourcing requests against KPI's to ensure the appropriate allocation of resources
Identify and monitor resource availability, conflicts and shortages
Prepare relevant resourcing reports and analyse for inconsistencies, for example: chargeability, utilisation
Review and update Managed Services TE & RM documents ensuring all processes and, step by step guides are up to date, understood and followed by all within the Service Delivery
Monitor SLA's and log/report any breaches
Chase ticket updates throughout the lifecycle of tickets
Provide monthly breakdown of breached tickets to Service Delivery Lead

Skills, experience & qualifications

Essential

Previous experience in a coordination role, or similar
Confident talking to external customers at all levels
Attention to detail when it comes to monitoring, reviewing and documenting with internal and external stakeholders
Ability to plan and manage own workload without micromanagement
Calm and professional manner
Ability to work under pressure and meet targets and deadlines

Desirable