SLA-Driven Incident & 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

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.