Client Success & Incident Coordinator

Exponential-e; Wales; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Comprehensive benefits

Birthday leave

Charity leave

Vitality health cover

Holiday purchase scheme

Learning and development

Job summary

Exponential-e, a leading British-owned tech company established in 2002, is seeking a proactive Service Desk Analyst to join our team. You will log incidents and requests, assign them to resolver groups, and monitor SLAs to ensure timely resolutions.

You will communicate with customers and suppliers, provide regular updates, and identify issues to prevent service disruption. The role suits someone with strong customer focus and ITIL experience who thrives under pressure.

Qualifications

• Strong customer service focus with excellent verbal and written communication.
• Proven problem solver with strong analytical and trend analysis skills.
• Flexible approach to work, with the ability to work effectively under pressure and a willingness to take ownership.

Responsibilities

• Log and accurately assign incidents and service requests to resolver groups or suppliers within agreed SLAs.
• Acknowledge and upscale incidents and requests received via the portal, email to resolver groups or suppliers within 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.
• Encourage feedback on services provided and make recommendations to management for service improvement.

Skills

Customer service

Communication

Problem solving

Analytical skills

Work under pressure

Tools

ITIL

Job description

Exponential-e, a leading British-owned tech company established in 2002, is seeking a proactive Service Desk Analyst to join our team. You will log incidents and requests, assign them to resolver groups, and monitor SLAs to ensure timely resolutions.

You will communicate with customers and suppliers, provide regular updates, and identify issues to prevent service disruption. The role suits someone with strong customer focus and ITIL experience who thrives under pressure.