Service Desk Co-Ordinator

Salary £25k

HQ – York city centre

Hybrid role – 2 – 3 days a week in the office so need to be local to York

 Job description

Our client is one of the UK’s longest established learning technology companies. They regularly win awards for innovation and continue to drive development of products in new exciting areas. Their customers are mainly university medical and nursing schools and related healthcare organisations in the UK, Australia, USA, Singapore and other countries – and are experiencing significant growth across all target markets.

We are seeking a dynamic and customer-focused individual to join the team as a Service Desk Co-Ordinator. The successful candidate will play a crucial role in ensuring the smooth functioning of our customer support operations.

 Essential skills & experience

• Excellent customer service skills – both written and verbally;
• Proven ability to multi-task and prioritise issues as required;
• Ability to learn and adapt quickly to changing functionality;
• An investigative/inquisitive nature;
• High attention to detail;
• Strong organisational abilities.

Desirable skills & experience

Ticketing system – for example Zendesk

Responsibilities:

Problem Solving and Investigation:

• Demonstrate an investigative/inquisitive nature to identify and analyse issues reported by customers.
• Collaborate with technical teams to troubleshoot and resolve complex software-related problems.

Customer Support:

• Provide outstanding customer service by responding to inquiries and resolving issues in a timely, detailed and efficient manner.
• Efficiently manage and prioritise support tickets to meet service level agreements.
• Act as the first point of contact for customer support, ensuring a positive experience for our customers.
• Contribute to the development and updating of knowledge base articles for both customers and internal use.

Problem Solving and Investigation:

• Demonstrate an investigative/inquisitive nature to identify and analyse issues reported by customers.
• Collaborate with technical teams to troubleshoot and resolve complex software-related problems.

Learning and Adaptability:

• Quickly grasp and adapt to new functionality to stay up-to-date with the latest software developments.

 What are the Benefits

• Flexible working, but would need to be office based (York) a minimum of 2 days per week
• 33 days holiday (including Bank Holidays)
• Contributory pension scheme

Benefits:

• Casual dress
• Company events
• Company pension
• Sick pay