Round-the-Clock IT Service Desk Coordinator

Exponential-e; Wales; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Birthday leave

Charity leave

Vitality health cover

Holiday purchase scheme

Learning & development

Women’s network

Job summary

Exponential-e is seeking a customer-focused Service Desk professional to log and route incidents and service requests, ensuring accurate assignment to resolver groups and suppliers within SLAs. You will acknowledge, escalate where needed, monitor progress, and keep customers informed with clear, professional communication.

The role requires a proactive mindset and ITIL-based service desk experience. Join a dynamic team in a 24/7 shift pattern and contribute to improving critical services on a

Qualifications

• Experience in a pressurised service desk environment.
• Strong verbal and written communication.
• Ability to work under pressure and take ownership.
• Focus on customer satisfaction.

Responsibilities

• 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 (or other non-telephone channels) 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.
• Regularly engage with resolver groups and suppliers for updates and to ensure timely resolution.
• Keep customers updated with progress, using appropriate level of detail and language.
• Proactively monitor systems and suppliers to identify issues affecting Exponential-e customers.
• Suggest service improvements based on feedback and changing needs.

Skills

Customer service

Written communication

Problem solving

Analytical skills

ITIL knowledge

Job description

Exponential-e is seeking a customer-focused Service Desk professional to log and route incidents and service requests, ensuring accurate assignment to resolver groups and suppliers within SLAs. You will acknowledge, escalate where needed, monitor progress, and keep customers informed with clear, professional communication.

The role requires a proactive mindset and ITIL-based service desk experience. Join a dynamic team in a 24/7 shift pattern and contribute to improving critical services on a