we are currently recruiting for a service desk coordinator to work within our busy team the following experience is needed:
*Responsible for providing a customer focused service which ensures that service levels are met.
*Receive customer contacts through email, web logging and/or phone
*Log a ticket (if not automatically logged) or provide a status update to the user in response to their contact. The response to be provided within SLA.
*Ensure that customer contract status is checked and that customer is entitled to receive the requested service at the requested time. Liaise with the Supply Operations team to confirm the status if unclear. Provide a quotation for un-contracted service if required
*Assign the ticket to the appropriate resolver group
Adecco are an equal opportunities employer
*Once the ticket is assigned to another resolver group retain ownership and follow up to ensure closure within SLA and/or the entry of updates onto the ticket and that the user is kept informed of progress
*Monitor the TAD and engineer work queues to ensure allocation of work in an even manner and resolution within SLA
*Sourcing of spare units and parts in a timely manner and to an appropriate location to enable the allocated engineer to resolve the ticket within SLA
*Interface with and management of any third parties involved in the delivery of service
*Escalation of any issues encountered to the relevant Team Leader or Manager
*Assist in the production of reports covering the performance of the engineering services team
*Ensure that all customer engagement uses the appropriate language
*At all times act in line with the company health and safety policy ensuring the safety of yourself, your colleagues and your customers
*At all times act in line with the company information security policy ensuring the security of Bull’s and our customers premises, IT equipment and data
*Perform any other duties commensurate with the role and job grade
Adecco is acting as an Employment Business in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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