Service Desk Coordinator

About us

LIMA have been solving business challenges since 1997, through the design and delivery of award-winning IT solutions and services across a range of sectors and industries. From infrastructure and cloud solutions to managed service and support, we work with some of the leading vendors in the world to deliver outstanding solutions to the SME market.

We are entering the next exciting phase of growth having recently defined a new strategy, restructured at Board level and taken on external investment which has led to this defined role that will be instrumental in helping us achieve our goals.

Role purpose

We are seeking a Ticket Coordinator to work within our Service Delivery team as a key member of LIMA’s Service Desk. Reporting to the Service Delivery Lead you will be responsible for ensuring that all customer tickets are logged and assigned to the relevant engineer in line with SLAs and working alongside the Project Coordinator to ensure a smooth transition into service and day-to-day management of engineer rotas.

Our ideal candidate will have experience working in a managed service provider environment where engineers are led in a separate team, and you will have experience working within an ITIL process environment. You will be a motivated self-starter and a natural problem solver with the ability to work in a fast-paced environment. A passion for technology and providing outstanding customer service is essential.

Key responsibilities

• Answer incoming support calls via the telephone and the Service Desk system.
• Log and correctly allocate service desk cases to engineers using the Service Desk system in line with agreed SLAs.
• User administration of the Self-Service Portal ensuring customers have the correct access.
• Validating all tickets raised are supported under customer contracts.
• Chase ticket updates to ensure engineers are proactively engaging with customers throughout the lifecycle of tickets.
• Escalate SLA breaches to technical principles.
• Collate and verify Service Desk Engineer timesheets.
• Maintain the Service Desk core hour and On-Call Rotas.
• Scheduling of change tickets once CAB approved.
• Coordinate tickets across Incident, Problem & Change ensuring they are managed through to completion.
• Provide a monthly breakdown of breached tickets on a customer-by-customer basis to the Service Delivery Lead.
• Work with the Project Coordinator to ensure onboarding is completed to a high standard.

Skills, experience and qualifications

Essential

• Confident talking to customers at all levels.
• Good communication and listening skills.
• Good organisational skills used in planning your own work.
• Calm and professional disposition.
• Self-motivated and enthusiastic.
• Ability to work under pressure, meet targets and deadlines.
• Able to work in a busy office environment that often demands high levels of concentration and respond effectively to changing priorities.
• Critical thinking and good analytical skills.
• ITIL Framework Aware.

Desirable

• Service desk experience.
• An interest/knowledge of IT systems (or willing to learn).
• Ideally carried out an IT Apprenticeship or experience of handling technical support calls.
• An understanding of technical terminologies to assist with the allocating of tickets to engineers.

Some of the LIMA benefits

• Share in success
• Cycle to work scheme
• Enhanced maternity and paternity leave
• Employee Assistance Programme
• Regular employee events
• Staff Treats
• Have your birthday off
• LIMA Academy