Service Desk Coordinator

A Service Desk Coordinator with 1-2 years of experience in a customer service or helpdesk role, is needed to join the team at this leading agile workplace technology services company. The role will be based in Redhill on a hybrid 3 days in the office or full time in the office

With over 35+ years of experience, the company possesses invaluable insights into the challenges faced by both local and global enterprises. Their extensive portfolio is meticulously curated to tackle these issues head-on.

You will be working within the service desk to handle customer queries and manage ticket allocation and closure. A key responsibility involves scheduling field engineers and ensuring the progression of open service tickets. As the interface between the service department and customers, strong communication skills are crucial.

About the Company

They are a dynamic and agile workplace technology services company. Delivering comprehensive hardware, software & managed services to businesses across the UK. With over 35+ years of experience, they possess invaluable insights into the challenges faced by both local and global enterprises. Their extensive portfolio is meticulously curated to tackle these issues head-on. As an independent entity, they have the freedom to select the best-fit products and services for each of our customers. Supported by their highly knowledgeable and dedicated teams, they guarantee unwavering reliability in every aspect of our operations.

Key Responsibilities

• Utilise the Service Management System to log, track, and manage all incoming service requests related to photocopiers, printers and scanners, ensuring timely resolution and follow-up.
• Liaise with other team members in ensuring all calls are screened and where possible dealt with remotely.
• Schedule field service calls based upon geography and engineer skills-set.
• Liaise with engineers and the stores team in progressing calls and arranging parts for return to fit visits.
• Assist with planning of installations and moves of customer equipment.
• Quote for chargeable work and obtain Purchase Orders before proceeding.
• When closing chargeable tickets ensure customer charges are correct.
• Raise orders with suppliers for parts not held in stock having obtained part numbers from the technical team.
• Provide ticket updates to customers and/or resellers.
• Run monthly reports to support customer invoicing as required.
• Provide cover for other activity within the team when required, such as handling toner requests.
• All reasonable duties as requested by your manager

Required Experience

• 1-2 years of experience in a customer service or helpdesk role.
• Confident in the use of Microsoft Office applications.

Required Skills

• Strong communication skills and ability to interact with customers in a professional manner.
• Ability to prioritise and multitask in a fast-paced environment.
• Attention to detail and accuracy in recording and documenting customer interactions.
• A great team player with a proactive attitude and willingness to learn and adapt
• Reliable
• Punctual

Benefits:

• Cutting-Edge Tech: Work with the latest innovations in Managed Print and I.T. Services.
• Empowered Culture: A supportive, agile, and collaborative environment where your ideas matter.
• Competitive Package: Attractive salary and benefits.
• Work-Life Balance: Enjoy perks like Summer Hours, Christmas Closure, and your Birthday Off!
• Health & Wellbeing: Health Cash Plan, Employee Assist Programme, and more.
• Fun & Engaging: Regular social events and team-building activities.
• EAP scheme
• Health Cashplan
• Gym & retail discounts

Sounds interesting? Click APPLY to send your CV for immediate consideration.

Candidates with job titles and experience including Service Desk Administrator, Helpdesk Support Assistant, Customer Service Representative, Technical Support Coordinator, Field Service Scheduler, Service Delivery Coordinator, Customer Support Administrator, Technical Support Advisor and Operations Coordinator may be considered for this role.
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