This company is a specialised IT Managed Service Provider working in the Hampshire, Dorset and Surrey areas and they are currently recruiting for a new Support Desk Coordinator.
Based near Eastleigh, they are looking for someone who fits the following profile:
Responsibilities
- Dealing with Support phone calls, answering in a friendly and professional way
- Tickets are well documented: issue and work types set, appropriate title and notes
- Making sure resolution is appropriate and customer is happy
- Escalating issues off the support desk or passing them between engineers successfully
- Identifying recurring issues or systemic issues and passing them to the Engineering Team for review
- Getting tickets to flow through the system to meet Support Desk KPIs
- Proactively working with Support Desk Manager to identify issues and challenges causing KPI’s to drop below company standard.
They Need to Be Good At
- Detail oriented
- Organising large volumes of fast moving tasks
- Taking charge of phone calls and making sure that it goes to the right engineer
- Desire to make people happy
- Intervening with a determined tech and asking them to change direction
- Some appropriate technical knowledge is probably useful, but not essential
- Working hard and fast, likes to be busy and useful
Activities
- Take support calls
- Monitor incoming tickets from emails and other routes
- Create tickets as required
- Triage and prioritise
- Assign to techs
- Monitor ticket progress through the system
- Verify customer is happy with resolution
- Check ticket hygiene
- Final closure of tickets once verified
- Handle dispatch and escalation
- Intervene if techs aren’t following support desk rules or processes
What They Should Not Be Doing
- Working on tickets (other than very simple System admin/password resets when phones are quiet)
- IT Problem solving/Resolving IT issues