Digital Support Coordinator

We are on the lookout for a resourceful and proactive professional with a strong background in technical support management. They excel in dispatching service requests, ensuring efficient resource utilisation, and providing top-notch assistance to end users. Their expertise lies in incident resolution, prioritisation, and coordination of support desk functions. Coordinates the processing of incoming requests to the Service Desk via all methods to ensure courteous, timely and effective resolution of end user issues, based on issue priority.
Triage work orders to the appropriate product support member based on role, work order load and skills to the issue.
Escalate work orders to third and fourth level product support as required.
Analyse performance of Service Desk activities and documented resolutions against service level agreements.
Monitor resource schedules to ensure prompt time entry on service requests
Report the utilisation of product support resources and successful completion of service requests to management
Identify problem areas and devise and deliver solutions to enhance quality of service and to prevent future problems.
Develop help sheets, solutions and FAQ lists for end users.
Develop standard operating procedures for product support team that outline how problems are identified, documented, assigned and corrected.
Develop request handling and escalation policies and procedures.
Improve customer service, perception, and satisfaction
Alert management to emerging trends in incidents.
Track and analyse trends in the Service Desk and generate statistical reports.
Generate reports based on service level agreements and required metrics.
Assist in providing first level support to end users when volumes are high; May be required to act in the role of an product support technician as demand requires.
Shift pattern: Monday - Friday 09:00- 17:00
ASAP
23 days holiday rising to 25 days annual + bank holidays
We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
24/7 employee assistance programme
Family and friends’ discounts on our services & products
Pension Scheme, up to 4% Company matched
You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.