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• London Ec
• Posted 16th Mar 2010
• 
• Posted by: i4 Recruitment Account
• Salary: £30000 - £40000 per annum
• Job Type: Permanent
• Reference: i4Ji4J-ABQ000541
• This job has been viewed 134 times since it was posted.

Job Description

Service Delivery Coordinator London Salary: GBP30,000 - GBP40,000

Service Delivery Coordinator - Role

Reporting to the Service Delivery Manager (SDM), the Service Delivery Coordinator (SDC) will serve as First Level support for all service delivery orders and customer service inquiries. The SDC will serve as the key interface between the Service Delivery Office (SDO) and the customer to ensure that all order-level tasking is coordinated in accordance with SDO policy and established levels of service. This position is in support of a pan-European SDO, based in UK. The SDC will use existing and new computer-based and phone-based tools to coordinate field service work with key partners and customer service with key customers.

Service Delivery Coordinator – Responsibilities

• Provide excellent service to customers

• Accept all technical support calls and log them onto the IT Help Desk Call Management System, with accuracy

• Access an on-line knowledge base to investigate and troubleshoot customer issues

• Escalate, where appropriate, issues to specialist technical support personnel

• Create and maintain a constantly changing internal knowledge base of procedural and technical information

• Take ownership of all technical tickets and resolve to agreed Target Resolution Times

• Keep ticket Journal entries updated

• Provide monthly status reports to management

• Provide 1st point of phone contact for the Helpdesk function

• Manage all incoming mail contacts to the Helpdesk ensuring that they are logged, tracked and maintained in the call logging system

• Develop and maintain relationships with the US and European helpdesks and 3rd party suppliers

• When required, work on call to provide out of hours support in line with specific location requirements and work schedules

• Maintain ownership of ticket queues to ensure SLA’s are met, including quotes, emails, scheduling and support queues, as well as inbound calls

Service Delivery Coordinator - Skills and Attributes

• Excellent customer service

• Excellent communication skills (verbal and written)

• Flexible attitude

• Able to use initiative and be pro-active

• Problem solver

• Ability to work under pressure

• Team player

• Ability to understand complex procedures and work flows

• Strength of character to effectively manage varying expectations from customers

• Knowledge of the Internet and common applications, connectivity protocols and experience of Helpdesk software

Experience

• 2 years working in the automotive or fleet vehicle industries

• 5 years working in a Helpdesk environment or customer facing role

• 5 years experience as 1st or 2nd line level support for IT and Telematics services

• High proficiency with MS Office

Languages

• English

• Dutch or German (preferable but not essential)

Service Delivery Coordinator Salary – GBP30,000 - GBP40,000

To apply please send your CV to: apply@i4jobs.co.uk