P/T Service Desk Ticket Coordinator

Profile Resourcing Limited
Milton Keynes, UK
04 Oct 2019
30 Oct 2019
Contract Type
Full Time
P/T Service Desk Ticket Coordinator

£9-10 per hour

Hours of work: Mon-Friday 9.30am to 2.30pm

The Service Desk Ticket Coordinator is a key operational role within our client's Service Delivery team. The primary function of this role is to review the quality of the information within a service ticket as well as the length of time it has been open in order to ensure the very best experience for the customer. You will be identifying those tickets that require additional help or input before the client does, across all teams and ensuring

The secondary element of the role is to provide service level reporting to ensure defined Key Performance Indicators are being achieved, and if not flagged to accountable individuals to address and correct.

Key Responsibilities

› Manage the coordination of all live tickets within the team, ensuring process adherence to our defined best practice and SLAs.

› Manage aged tickets to a defined escalation process and facilitate any reassigning to other resolving parties

› Participate in Quality Assurance reviews of selected tickets when required

› Liaise with all Team Leaders to ensure SLAs are being adhered to

Essential Skills

› To be familiar with office products e.g. Microsoft Office Suite

› To have excellent communication and organisational skills

› To have the ability to work under pressure, with a proactive approach and can-do attitude

› To have excellent customer service skills with a strong client focus

› To have the willingness to co-operate and work effectively as a member of a team and interact with other departments

› To have outstanding attention to detail

› To be team-oriented with excellent written skills

› To have the ability to prioritise and work within agreed deadlines

This job was originally posted as www.totaljobs.com/job/88150563

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