Job Description

We're looking for a audio visual Service Coordinator to assist a leading systems integration company. Ideally you will have experience of working within a helpdesk environment.

Job Overview:

The Service Co-Ordinator is accountable to the Head of Operational Services. A knowledge/background in audio visual systems would be an advantage but not critical.

The main duties of the Service Co-Ordinator are:

• Supporting the Service Hotline phone, helpdesk and email account
• Management of all inbound Zendesk tickets ensuring a swift response to client, correct allocation of responsibilities and updating status report of each ticket.
• Scheduling Field Service Engineers to respond to fault calls ensuring suitable resources, required plant and equipment are available and adhering to contracted SLAs – liaising with clients over general access, room availability, parking etc. Preparation of job documentation.
• Scheduling Field Service Engineers to attend Preventative Maintenance Visits ensuring suitable resources, required plant and equipment are available and adhering to contracted SLAs – liaising with clients over general access, room availability, parking etc. Preparation of job documentation.
• Liaising with 3rd party companies to hire plant/labour etc.
• Providing status updates/reports for clients
• Booking in equipment for repair – identifying suitable service providers, arranging transport (delivery & collection), and updating client on progress.
• Administration of RMA processes.
• Raising necessary quotations and arranging POs’ and invoices for the Service Business
• Ensuring that all service agreements, renewals, chargeable ad hoc services (e.g. equipment hires/service visits etc.) are invoiced promptly
• Ordering necessary service spares/consumables for the Service Business
• Liaison with other areas of the business to ensure specialist support as required.
• Liaising with other areas of the business to ensure the smooth running of the Service Business.
• Raising necessary quotations and arranging POs’ and invoices for the Service Business
• Ensuring all sites have requisite number of staff on site. Scheduling cover resources in the event of staff absences or requests for additional ad hoc support.

The Service Co-Ordinator should have the following skills and qualities:

• Experience of working within a Service/helpdesk environment
• Good communication skills – verbal and written
• Good geographical knowledge of London, the South East of England & the UK
• Competency with Microsoft Office
• Good and accurate writing skills
• Ability to communicate in a professional manner both with clients, colleagues, suppliers and others
• Ability to work to strict deadlines
• Able to dynamically prioritise workload according to changing business needs
• Excellent time management skills
• Attention to detail
• Team player and the ability to multitask