Service Desk and Resource Coordinator - Sheffield, United Kingdom - Elecomm

Elecomm

Verified Company

Sheffield, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The role of a Service Desk & Resource coordinator is primarily to offer day to day operational support within the Data and IT projects team delivering the service desk contracts and resource scheduling.

The coordinator will be expected to work in a fast-paced environment and will be responsible for supporting the Service Desk Manager and Resource scheduler, ensuring calls are assigned and dealt with in a professional and timely manner meeting customer expected SLA's within budget.

To fulfil this role the coordinator will need to organise and implement administrative systems and procedures performing necessary support duties as required.

The responsibilities of the role are:

Triage and log ticket requests, inputting details into an in-house system, providing and tracking regular updates to the status of the request through to work complete status in line with Service Level Agreements (SLAs)
Sort and dispatch calls to engineers based on the correct skills sets, location and service delivery arrangements
Meet SLA targets and respond to customer demands
Raise purchase requisitions to the value not exceeding agreed limits
Ordering of materials and plant as and when required
Reporting and communication management with the collation of accurate and punctual regular reports as required to meet the expected customer SLAs, inputting of customer billing information, ensure team are kept abreast of any updates and changes to service requests
Escalate any complaints as required and support continuous improvement activity to reduce levels of customer complaints
Ad hoc administration duties such as hotel and travel bookings, arranging on site access, updating stats for customer reports
Supporting the resource scheduler with allocating resource and engaging subcontractors for projects.
Work with the Service Desk Manager and HSQE department to comply with company procedures to ensure that all risks relating to health and safety matters are effectively managed through the use of risk assessments, PPE, training and company procedures to ensure a safe working environment.
Stock management ensuring customer stock and any associated materials required for the service request are delivered to a safe point of contact and manage the return of faulty stock to add back into stock loop or RMA procedure.

They should be a strong administrator with good planning and prioritising skills and be able to work accurately, with good attention to detail.

Salary:
£22,000.00-£24,000.00 per year

Benefits: