Service Coordinator / 1st Line Support Engineer

Job Description

Service Coordinator / 1st Line Support EngineerMedwayUp to £25kThis hybrid role is a based from our offices in Medway (currently 1 day per week)/home-working.Working Hours: 09:00 to 17:30 Monday to Friday with 1 hour for lunch.Pre-agreed overtime is also offered for weekend and out-of-hours project work.They offer a generous holiday allowance of 33 days per year (inc. bank holidays), life insurance, pension, PDP and much more.The Service Coordinator position is a critical contributor to the success of our Helpdesk and service delivery. Quality service delivery is achieved by proper triaging and managing of service requests and helping in managing client expectations. This roleis responsible for effectively managing tickets, ensuring they are completed as accurately as possible and are resolved within approved SLA.The role of 1st Line Support Engineer combines a clear commitment to customer satisfaction with a desire to gain technical skills. You will be responsible for the day-to-day support of customers. The role will include being first point of contact on theHelpdesk for customers. Logging tickets into the support system, liaising with the 2nd and 3rd line teams and other departments. Taking detailed descriptions and providing support as your skills progress. Support will be provided through email, tickets generatedby the online portal and telephone contact direct with the customer.This role provides the opportunity to move into the IT Support environment with the scope to train and grow within an established MSP.Key DutiesProvide a very high standard of professional customer service to our customers, acting as the point of contact to the customer for all types of service requests.Raise, update and close calls on service desk ticket management system.Pre-process service requests as they arrive through email, manual entry, or direct customer input.Schedule internal and field technical resources.Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.Improve customer service, perception, and satisfaction.Quickly respond to customer requests through efficient delegation using the dispatch facility.Work with partners and third-party companies to resolve problems.Resolve or escalate problems and service requests according to established procedures.Provide accurate and timely diagnosis and rectification of customer faults in a timely manner and within SLAs.Be aware of polices in place and ensure a mature approach is followed.Essential RequirementsMicrosoft Windows and Office.Excellent communication skills and telephone manner.Ability to follow procedures and mindful of attention to detail.Able to make progress with minimal supervision.Ability to work consistently in a dynamic and sometimes high pressure environment.Fluent English.Management of own workload with minimal senior assistance.Eye for detail.Excellent at problem solving.Impeccable customer service.Dynamic thought process.DesirableActive Directory ExperienceOffice 365 ExperienceExchange AdministrationWindows (7/8/10) Administration ExperienceHardware experience (Reloads, builds and hardware problem diagnosis)Mobile Device SupportBasic Windows Server ExperienceNetworking knowledge

Keyskills :
Active DirectoryCustomer ServicesHelpdeskMicrosoft ExchangeNetwork Infrastructure