Customer Service Coordinator

Exponential-e; Bridgend; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Birthday leave

Charity leave

Vitality health cover

Holiday purchase scheme

Job summary

Exponential-e is seeking a customer-focused Service Desk Analyst to log and accurately assign incidents and service requests to resolver groups or suppliers within agreed SLAs, ensuring timely updates to customers.

You will acknowledge items received via portal or email, monitor progress, collaborate with suppliers, and provide clear written communications; experience in ITIL environments and a proactive mindset are essential. The role offers extensive learning and development opportunities.

Qualifications

• Experience in a customer-focused IT service desk.
• Familiarity with incident management processes.
• Excellent written and verbal English.

Responsibilities

• Log and accurately assign incidents and service requests to resolver groups or suppliers within agreed SLAs.
• Acknowledge and expand incidents and requests received via the portal, email (or other means apart from phone) 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.

Skills

Customer service

Communication skills

Analytical skills

Tools

ITIL

Job description

• Log and accurately assign incidents and service requests to resolver groups or suppliers within agreed SLAs
• Acknowledge and expand incidents and requests received via the portal, email (or other means apart from phone) 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 the changing needs of the service, and make recommendations to the management for service improvement, Involved in varied projects that make a positive impact on critical services on a local and national level
• Vibrant company culture with a wide range of events and social activities throughout the year
• Range of employee initiatives on offer including the green team, DE&I society, employee forum, women s network and culture club
• Dedicated Learning and Development team and access to a range of training, courses and certification support
• Comprehensive benefits, birthday leave, charity leave, vitality health cover and holiday purchase scheme to gain an extra 5 days leave
  Strong customer service focus with excellent verbal and written communication skills
• 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
• Positive and professional attitude
• Experience working in a pressurised customer focused Service Desk within an ITIL based environment
  Want to be part of a leading British-owned tech company? Established in 2002, we are achieving year on year revenue growth and reinvesting 95% of our profits back into our people and technology.