Service Desk Co-Ordinator
CurrentManaging the Exactive Service Desk is my key responsibility. Typically we have a daily catch up in the morning, check on the status of the various tickets, monitoring systems and reports. After that, together with my team, we prioritise the tasks for the day according to strict SLA's. During the day we handle a steady stream of calls and emails from clients needing help.Key Tasks & Responsibilities:• Developing, organising, co-ordinating, managing and undertaking… Show more Managing the Exactive Service Desk is my key responsibility. Typically we have a daily catch up in the morning, check on the status of the various tickets, monitoring systems and reports. After that, together with my team, we prioritise the tasks for the day according to strict SLA's. During the day we handle a steady stream of calls and emails from clients needing help.Key Tasks & Responsibilities:• Developing, organising, co-ordinating, managing and undertaking managed services administrative duties to support the successful implementation and achievement of support services delivery.• Managing and updating the managed services work scheduler & rotas• Assisting in the development of business processes• Customer Management• Ensuring customers are proactively updated in accordance with Service Delivery objectives and that customer records are kept updated in a professional and timely manner via our online managed services tools.• Managing the service flow with internal departments, keeping appropriate parties updated, particularly sales and operations.• Liaising with, and updating, external customers & 3rd party suppliers/systems to ensure all parties have the latest information.• Entering information accurately and swiftly for all service types, ensuring company systems reflect accurate billing information • Acting as the first point of contact for all queries and reactive service works requests ensuring that telephone calls are answered and e-mails responded to within agreed timescales and SLA’s • Raising and allocating all helpdesk tickets, prioritising and following through to job completion Technical Skills:• Active Directory• Microsoft Exchange 2007/2010/2013/2016• Microsoft Office 365• Microsoft Skype for Business• Sonus Media Gateways• Server support 2008/R2, 2012/R2 Show less
