Client Service Coordinator South Job Bridgend area,Wales UK,IT/Tech

Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.

We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.

Hours:24/7

Shift Pattern-2

Days(7am-7pm),2

Nights(7pm-7am) and4

Daysoff

Overall purpose of the job:

Be the first point of contact for Ambulance Trusts (with any ARP related IT issues) and other Exponential-e customers
Responsible for managing and owning support tickets and driving customer issues through to resolution either internally or via suppliers
Proactively monitor systems and suppliers for any potential issues
Provide 1st and 2nd Line remote desktop support to other Exponential-e customers, when required

Key responsibilities for this job:

Understand the end-to-end support model of ARP and the responsibility of each supplier
Log and accurately assign incidents and service requests to resolver groups or suppliers within agreed SLAs
Acknowledge and Escalate incidents and requests received via the portal, email (or other means apart from phone) to resolver groups or suppliers within agreed SLAs
Monitor open incidents and requests and ensure SLA targets, including updates and resolution, are met internally or by suppliers
Frequently engage with resolver groups and suppliers for regular updates and to ensure resolution time is met
Keep the customer regularly updated with progress on open incidents and requests, using appropriate level of detail and language
Monitor systems and suppliers to proactively identify any issues that may affect Exponential-e customers
To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to the management for service improvement
Work proactively to ensure that all knowledge information is maintained and updated on an on-going basis
To be a highly motivated team player with the skills and ability to manage changing priorities
Access Management and Maintenance through Service Now (Account Provision, Account Revocation, Password Resets)
Act as the initial point of Call for all P1 incidents Out of Hours
Contact ARP to Triage potential MI
Initiate Bridge Calls and Text Messages to Trusts and ARP
Contact ASC On Call and MI manager
Act as first point of escalation for all incidents whilst on shift (Shift Senior)
To provide Team leadership 24/7 to their Shift and act as 2IC to Shift Lead
Conduct QA on all incidents, produce weekly stat report and provide feedback to Team managers..
Update and maintain operational CMDB acting as the Operational CMDB administrator.
Update and maintain operational training documents, providing guidance and training to CSCs as required.
Act as the Knowledge Management Administrator on the Service Now platform.
Understand the technical overview of the ARP Solution and provide training as required to CSCs.

Knowledge and experience required:

Strong customer service focus with excellent verbal and written communication skills
Proven problem solver with strong analytical and trend analysis skills
Flexible approach to work, with the ability to work effectively under pressure and a willingness to take ownership
Positive and professional attitude
Experience in managing/troubleshooting Windows Desktop Operating Systems
Experience in Microsoft Exchange, Active Directory, Windows Server &…