IT Service Desk Coordinator – 24/7 Shift

Exponential-e; Wales; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Birthday leave

Charity leave

Vitality health cover

Holiday purchase scheme

Learning & development support

Green team involvement

Women’s network

Job summary

Exponential-e, a leading British-owned tech company founded in 2002, is seeking a Service Desk Analyst to log and triage incidents, escalate where needed and communicate progress to customers. You will work with resolver groups and suppliers to meet SLAs and drive service improvements.

The role requires strong customer service, analytical thinking, and experience in an ITIL-based service desk. It operates on a 24/7 shift pattern with opportunities to grow within the business.

Qualifications

• 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.

Responsibilities

• Log and accurately assign incidents and service requests to resolver groups or suppliers within agreed SLAs.
• Acknowledge and elevate incidents and requests received via the portal, email or other non-telephone channels 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.
• Engage frequently 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, with appropriate level of detail.
• Monitor systems and suppliers to proactively identify issues affecting Exponential-e customers.
• Encourage feedback on services and make recommendations to management for service improvement.

Skills

Customer service

Analytical skills

Pressure management

Ownership mindset

ITIL Service Desk

Tools

ITIL

Job description

Exponential-e, a leading British-owned tech company founded in 2002, is seeking a Service Desk Analyst to log and triage incidents, escalate where needed and communicate progress to customers. You will work with resolver groups and suppliers to meet SLAs and drive service improvements.

The role requires strong customer service, analytical thinking, and experience in an ITIL-based service desk. It operates on a 24/7 shift pattern with opportunities to grow within the business.