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Service Desk Coordinator

Service Desk Coordinator

Job Title: Service Desk Coordinator
Contract Type: Permanent
Location: St. Venera, Malta
Industry:
Salary: Attractive
Reference: 2658
Contact Name: Veronica Saavedra
Job Published: August 16, 2017 11:03

Job Description

A growing company with outstanding reputation is in the search of a new member for their team.

On offer:

  • Opportunity to join a very well-established company in the IT services.
  • Career development, the ideal candidate has the opportunity to grow in the IT Service Management area.
  • Attractive salary package.

Responsibilities:

  • Provide technical support to the company’s customers, taking incoming calls and escalating issues accordingly, ensuring that customers are answered and issues resolved as per company’s standards.
  • Take ownership of service calls, escalating when needed, monitoring the progress and keeping fluent communication with all relevant parties involved.
  • Deliver professional services in a consistent level aligned to high standards of customers’ satisfaction within agreed deadlines.
  • Develop and maintain relationships with customers and partners to assist in sales and maintenance activities.
  • Act as key member to improve the overall customer experience and contribute to the business’ success.
  • Keep accurate information in the internal systems and customer’s records up to date.
  • Work in line with company’s policies, processes, procedures and instructions related to the service and what the post includes. 
  • Assist other teams when needed regarding first line technical support for service calls.
  • Work closely with third parties such as suppliers and partners, ensuring that their performance is aligned to the company’s expectations.
  • Work closely with other teams as needed, ensuring that high customer service levels are provided at all times.

Requirements:

  • 2 years of experience within similar responsibilities. Less experienced candidates will be considered if having potential and the desired attitude.
  • Experience of working in a busy and fast-paced environment, with the ability to provide a professional service.
  • Experience of providing support to external customers and IT System Engineers, ideally working within the IT Maintenance Services Industry.
  • Experience in Advanced Customer Service, ITIL methodology and Service Delivery practices, including Incident and Escalation Management will be considered an asset.
  • Certifications such as: ITIL/MCSA/MSCE/HPE ATP will be considered an asset.
  • Excellent verbal and written communication skills, including the ability to deal with contacts at all levels.
  • Advanced level of Word, Excel, database systems, spreadsheets and online communications.
  • Excellent organisational and time management skills with the ability to work to tight deadlines and in a high-pressured environment.
  • Aptitude and willingness to learn new software packages.
  • Must be flexible to work outside of core working hours where business needs require it.

If you are interested or want to recommend someone, please contact Veronica on tech@castilleresources.com