Client Service Coordinator

Hours: 24/7 Shift Pattern - 2 Days (7 am-7 pm), 2 Nights (7 pm-7 am) and 4 Days off

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 & Desktop, SQL Server technologies
• Experience in managing/troubleshooting VMWare and/or Virtualisation technologies
• Knowledge of Networking (DNS, DHCP, PING, TRACERT, NETSTAT, NBTSTAT, TELNET, FTP, FTPS, SFTP)
• Desired skills in Microsoft System Centre, SharePoint and other Microsoft solutions
• Applicants will ideally be Microsoft 365 and/or Azure certified or studying towards Fundamentals level
  • Previous Microsoft certifications of MCP, MCSE and MCSA will be considered

Desirable knowledge and experience:

• Experience working in a pressurised customer focused Service Desk within an ITIL based environment
• Business to business (B2B) experience
• ServiceNow, Remedy or a similar ITSM toolset experience
• ITIL Foundation (V3 or V4)