Support & Service Delivery Coordinator

Sword Services Greece S.A.; Aberdeen City; On-site; GBP 25,000 - 38,000; Full time

Benefits offered by this job

Flexible working

Pension scheme

Private health insurance

Job summary

Sword is a leading provider of business technology solutions, delivering service excellence across sectors. The company seeks a Support Coordinator to manage day-to-day software support operations, liaising with customers, engineers and sales to ensure incidents and maintenance are logged, tracked and resolved in line with commitments.

You will monitor performance, coordinate activities, prepare reports and support on-call coverage while driving continuous improvements in the support function.

Qualifications

• Experience in a service desk, application support, managed service or customer support environment.
• Strong organisational and coordination skills, able to manage multiple priorities.
• Excellent verbal and written communication skills.
• Experience working with ticketing or service-management platforms.
• Strong customer-service skills and ability to build positive relationships.
• Experience monitoring and progressing incidents, requests and activities against targets.

Responsibilities

• Coordinate day-to-day operation of software support services.
• Work with customers, engineers and sales to manage incidents, service requests and maintenance.
• Provide timely, accurate updates on incidents and maintenance to customers.
• Coordinate planned maintenance and ensure resources are scheduled appropriately.
• Prepare service reports and support governance activities.
• Assist in renewing contracts and mobilising new support agreements.

Skills

Service desk experience

Coordination skills

Communication skills

Incident tracking

Customer service

Ticketing systems

Documentation

On-call coordination

Education

ITIL Foundation

Tools

ITSM tools

Job description

Sword is a leading provider of business technology solutions, delivering service excellence across sectors. The company seeks a Support Coordinator to manage day-to-day software support operations, liaising with customers, engineers and sales to ensure incidents and maintenance are logged, tracked and resolved in line with commitments.

You will monitor performance, coordinate activities, prepare reports and support on-call coverage while driving continuous improvements in the support function.