IT Support Coordinator

The Role:

Working alongside our Service Desk and Technical Teams, this role is responsible for ensuring engineers and parts are co-ordinated and dispatched to resolve our customer’s faults first time and within agreed contractual service levels.

Customer experience and customer excellence are at the heart of our team therefore the role includes a requirement for excellent customer service skills including strong, proactive communication with our customers, internal teams and management alike.

The environment can be fast-paced and multi-faceted, with day-to-day activities and priorities changing depending on the amount and type of incidents received. To achieve the optimal outcome for our customers and best results for Cameo, teamwork is essential which is why the role is office-based in our Broughton Astley, Leicester, office.

Scheduling and parts co-ordination is the last stage in our incident lifecyle therefore the role will also require attention to detail to ensure all the administrative activities relating to ticket closure have been completed.

Activities:

The role encompasses a range of responsibilities in the final stage of the incident lifecycle. The main focus is ensuring we schedule the right part/and or engineer to the right location at the right time, in order for the engineer/part to resolve the customers issue the first time and within SLA, keeping the customer informed every step of the way.

Always striving for service excellence and customer satisfaction, your role will include:

• Owning and progressing tickets to resolution, working to first-time fix and SLA achievement.
• Scheduling field engineers efficiently and effectively ensuring the best possible strategy used to optimize with resources according to location, skill set and SLA.
• Organizing parts, whether that be requesting parts despatch from our own warehouse or sourcing and ordering of parts from preferred suppliers.
• Liaising with customers, co-ordinating arrival of parts and engineers.
• Providing proof of delivery for parts-only requests.
• Proactively keeping users informed of the progress of their tickets at all times
• Raising purchase orders.
• Liaising with the Service Desk and Technical Teams when further assistance is required of a technical nature.
• Ensuring SLA adherence at all times and following escalation procedures when a Service Level Agreement is in jeopardy.
• Ensuring quality standards in terms of customer experience and ticket management are adhered to.
• Liaising with customers to ensure parts have been returned, arranging courier collections where required.
• Providing quotes to customers for customer-retained parts and service chargeables.
• Closing tickets ensuring all parts have been returned, boot stock repleted, and serial numbers of equipment have been updated.
• Approving sales orders on T&M tickets so works can be invoiced.
• Ensure continuous service improvement by highlighting any issues, process gaps or service improvements to Service Management.
• Managing and owning issues and queries through to resolution.
• Build effective and professional relationships with colleagues, customers, suppliers, and other stakeholders.
• Adhere to ad-hoc activities as determined by the Service Desk Manager and Head of Operations.

What we’re looking for:

The ideal person for this role will have at least two years experience in a scheduling or purchasing environment, or have a proven track record in administration and customer service excellence with strong geographical knowledge.

Essential

• Excellent customer service and communication skills (written and verbal).
• Strong administration, coordination, organisational and prioritisation skills.
• Good geographical knowledge.
• Experience in working to and meeting tight deadlines.
• Flexibility to meet last-minute requirements.
• Team player with attention to detail.
• Commercial awareness.

Desirable

• Previous experience in scheduling, procurement or Service Desk roles.
• Background/knowledge/experience in Storage, Logistics, and Hardware break-fix services, or Unified Communications & Network Services would be an advantage.

What you’ll gain:

• Personal growth within a supportive and collaborative role.
• The chance to gain experience working within a fast-paced Communications and IT company.
• Working with a team of highly skilled Individuals.
• Empowerment within your role to make decisions and improve processes to help further the performance of Cameo.
• Competitive salary.
• Access to private healthcare (once probation period has been passed).