Support Coordinator

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving transformational change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data, and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

As a Support Coordinator, you will be responsible for coordinating the day-to-day operation of our software support services.

You will work closely with customers, engineers, Technical Leads, Operations and Sales teams to ensure incidents, service requests, maintenance activities and support commitments are managed effectively. You will monitor service performance, maintain clear communication with stakeholders, coordinate operational activities and help drive continuous improvement across the support function.

This is an excellent opportunity for someone who enjoys organisation, customer interaction and service management, and wants to play a key role in maintaining high-quality customer support services.

• Monitor support mailboxes and service management queues, ensuring customer requests are logged, prioritised and assigned appropriately.
• Track incidents, service requests and maintenance activities against agreed service levels and customer commitments.
• Coordinate activities with Technical Leads and engineers to ensure support tickets progress efficiently and risks are identified early.
• Provide customers with timely, accurate and professional updates regarding incidents, requests, planned maintenance and service performance.
• Coordinate planned maintenance activities, ensuring resources are scheduled appropriately and customers are kept informed.
• Monitor support service performance and highlight capacity constraints, SLA risks, recurring issues and escalation requirements.
• Prepare service reports and operational information to support customer meetings, service reviews and internal governance activities.
• Coordinate the on-call rota, ensuring support coverage is maintained and responsibilities are communicated clearly.
• Work with Sales and operational teams to support contract renewals, service changes and the mobilisation of new support agreements.
• Maintain accurate service records, documentation and reporting information across support contracts.
• Identify opportunities to improve support processes, customer experience, reporting and operational efficiency.
• Support the delivery of high-quality support services that achieve customer satisfaction, contractual commitments and business objectives.

• Experience working in a service desk, application support, managed service or customer support environment.
• Strong organisational and coordination skills, with the ability to manage multiple priorities simultaneously.
• Excellent verbal and written communication skills.
• Experience working with ticketing or service-management platforms.
• Strong customer-service skills and the ability to build positive working relationships.
• Experience monitoring and progressing incidents, requests and operational activities against defined targets or service levels.
• Attention to detail and a proactive approach to problem solving.
• Ability to collaborate effectively with technical and non-technical stakeholders.

• ITIL Foundation certification or knowledge of ITIL service-management practices.
• Experience supporting software applications or technology services.
• Experience preparing service reports or coordinating service review activities.
• Awareness of support contract management, renewals or commercial service processes.
• Ex…