24/7 IT Service Desk Coordinator

Exponential-e Ltd.; Wales; Remote; GBP 38,000 - 56,000; Full time

Job summary

Exponential-e Ltd. is seeking a proactive 2nd/3rd line support specialist to be the first point of contact for Ambulance Trusts and Exponential-e customers.

You will own and triage ITIL-based incidents, log in ServiceNow, and drive resolution with suppliers, monitoring SLAs and updating customers throughout the lifecycle. The role requires strong Windows/Microsoft technologies experience, ITIL familiarity, and the ability to work a 24/7 shift pattern in a fast-paced environment, with a focus on

Qualifications

• Strong customer service focus with excellent verbal and written communication.
• Proven problem solver with strong analytical and trend analysis skills.
• Ability to work under pressure and take ownership.
• Positive and professional attitude.
• Experience in managing/troubleshooting Windows Desktop Operating Systems.
• Experience in Microsoft Exchange, Active Directory, Windows Server & Desktop, SQL Server technologies.
• Experience in managing/troubleshooting VMware and/or Virtualisation technologies.
• Knowledge of Networking fundamentals (DNS, DHCP, PING, TRACERT, NETSTAT, NBTSTAT, TELNET, FTP, FTPS, SFTP).
• Ideal to have Microsoft 365 and/or Azure certifications or studying towards Fundamentals level.
• Previous Microsoft certifications MCP, MCSE and MCSA will be considered.

Responsibilities

• Understand the end-to-end support model of ARP and the responsibility of each supplier.
• Log and accurately assign incidents and service requests to resolver groups or suppliers within agreed SLAs.
• Acknowledge and Escalate incidents and requests received via the portal, email to resolver groups or suppliers within agreed SLAs.
• Monitor open incidents and requests and ensure SLA targets, including updates and resolution, are met internally or by suppliers.
• Frequently engage with resolver groups and suppliers for regular updates and to ensure resolution time is met.
• Keep the customer regularly updated with progress on open incidents and requests, using appropriate level of detail and language.
• Monitor systems and suppliers to proactively identify any issues that may affect Exponential-e customers.
• To encourage feedback on services provided and recognise changing needs of the service, and make recommendations to management for service improvement.
• Work proactively to ensure that all knowledge information is maintained and updated on an on-going basis.
• Act as a highly motivated team player with the skills and ability to manage changing priorities.
• Access Management and Maintenance through Service Now (Account Provision, Account Revocation, Password Resets).
• Act as the initial point of Call for all P1 incidents Out of Hours.
• Contact ARP to Triage potential MI.
• Initiate Bridge Calls and Text Messages to Trusts and ARP.
• Contact ASC On Call and MI manager.
• Act as first point of escalation for all incidents whilst on shift (Shift Senior).
• To provide Team leadership 24/7 to their Shift and act as 2IC to Shift Lead.
• Conduct QA on all incidents, produce weekly stat report and provide feedback to Team managers.
• Update and maintain operational CMDB acting as the Operational CMDB administrator.
• Update and maintain operational training documents, providing guidance and training to CSCs as required.
• Act as the Knowledge Management Administrator on the Service Now platform.
• Understand the technical overview of the ARP Solution and provide training as required to CSCs.

Skills

Customer service

Analytical skills

Effective communication

Windows Server/Desktop

Active Directory

Networking basics

ITIL awareness

ServiceNow knowledge

Tools

VMware

Remedy

ServiceNow

Microsoft 365/Azure

Job description

Exponential-e Ltd. is seeking a proactive 2nd/3rd line support specialist to be the first point of contact for Ambulance Trusts and Exponential-e customers.

You will own and triage ITIL-based incidents, log in ServiceNow, and drive resolution with suppliers, monitoring SLAs and updating customers throughout the lifecycle. The role requires strong Windows/Microsoft technologies experience, ITIL familiarity, and the ability to work a 24/7 shift pattern in a fast-paced environment, with a focus on