Queue Coordinator (Service Now) - FS Consultancy - Birmingham - Market

Birmingham  ‐ Onsite
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Description

Are you a passionate and confident Queue Coordinator (Service Now) ready to make a significant contribution working for one of the UK's fastest growing Financial Services Consultancies? Then read on.

MHC are an award-winning IT and Business Consultancy, specialising in Change Management initiatives, which we deliver working in a collaborative way with our Clients. We are currently working on a wide variety of assignments that include some major Digital Transformation initiatives, Regulatory and Compliance Programmes and Tools adoption projects where we are providing specialist technical and business services to a client base of primarily Tier 1 Banks.

You will have the confidence and the capability to step straight into a specialist consultancy role within one of MHC's Practice areas to provide effective and efficient solutions that support our Clients' business requirements, while working constructively with senior MHC and Client managers and other staff.

Roles & Responsibilities:

  • Monitor Service Now queues for new Incidents and Service Requests and assign out to the team in a timely manner.
  • Manage multiple mailboxes and action emails as appropriate.
  • Liaise with engineers and vendors where necessary and ensure fulfilment of tasks.
  • Maintain KPI's by regularly checking overdue and escalated tickets and contact engineers to progress where necessary.
  • Validate incoming tickets to ensure completeness and accuracy
  • Liaise with the Service Desk where necessary to feedback any improvements and quality checks.
  • Assign the tickets which are out of scope to Service Desk/Other Teams.
  • Ensure a balanced workload within the team and assign based on entire team skill set Matrix, including language
  • Monitoring dedicated queues to ensure SLAs are maintained.
  • Notify management of any escalations or potential escalations in a timely manner.

A career at MHC offers you something different: joining the MHC family' is more than just a job. It is a long-term opportunity offering accelerated professional growth, consulting or working directly with some of the world's most innovative and best financial institutions, albeit with the support and flexibility of a fast-paced entrepreneurial spirited environment.

If you want to be a part of this, please send your CV to (see below) for immediate consideration.

Start date
n.a
From
Mansion House Consulting
Published at
13.06.2018
Project ID:
1570976
Contract type
Freelance
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