Description
Customer Care Co-ordinator, IT Support, Customer Care, IT, Helpdesk
IT Support Customer Care Co-ordinator required to provide administration and Incident closure support to the Helpdesk.
The role is a crucial enabler of process improvement within the IT Services department. The successful candidate will apply the skills to lead the learning and change within the organisation. The individual will provide the management reporting that builds commitment and understanding required to accomplish the improvement goals for the organisation.
Responsibilities include:
- To provide Incident status and fault progression updates
- To monitor, log and quality assure all Incidents that are resolved, and confirm closure with the customer
- To reassign, and re-categorise any Incidents that have not been completed to a satisfactory level
- To conduct 50 Customer Telephone Surveys a month to enable IT Management to understand where the key areas for improvement are from the organisations perspective.
- To ensure that quality assurance KPI's are completed by close of play every Monday for the previous week.
Skills and Experience:
- Secretarial/administration experience - 3 years
- Excellent communication and inter-personal skills both written and verbal
- Able to use own initiative and prioritise workload
- Ability to have a flexible approach to duties
- Excellent organisational and planning skills
- Approachable and professional manner
- Self-motivated
- Team player
- Able to work under pressure
- Attention to detail
- Adopts a disciplined and focused approach
Highly Desirable:
- Good Knowledge of MS Office and MS Products
- Excellent typewriting skills
- Experience in a Helpdesk environment
- Knowledge of HP Service Manager
If you are interested in this IT Support Customer Care Co-ordinator
IT Support Customer Care Co-ordinator, Customer Care, IT, Helpdesk