Service Desk Coordinator

Job title: Service Desk Coordinator

Location: London/Hybrid

Working with: Head of Service Desk

We are Kocho

Kocho recognise that technology on its own does not deliver change and offers technology adoption services alongside excellent technical consulting to enable our clients to achieve their business goals on their journey to Become Greater.

Our head office is in the heart of London’s West End and provides a comfortable working environment with flexible collaboration spaces that encourage our people to Become Greater with the aim to Do What’s Right.

In 2022 we’ll be opening a new office in Cardiff which will follow the style of our London space.

Kocho is an equal opportunities employer. We make recruitment decisions based on qualifications, skill set and experiences. We consider all suitable candidates regardless of their age, sex, gender reassignment, race, religious beliefs, or lack thereof, marital status, disability or sexual orientation or any other protected characteristic. This is mindset aligns with our company values as we understand that we are Better Together.

Here is the role:

The Service Desk Coordinator is responsible for managing the process flows for Incident and Service Request Management for Kocho, including effective management measures.

Ensuring tickets are managed, escalated and resolved in line with SLA criteria. The role reports into the Head of Service Desk, working across 1st and 2nd line teams and the wider business for escalations.

The Service Desk Coordinator will use previous experience and expertise to evolve and improve the functional flow within the teams and contribute to the configuration of the toolset, which underpins the Service Desk function.

You will be expected to continuously look for ways improve, standardise and enhance the customer support experience. We are an established MSP; this role will require broad understanding of different technologies, while being passionate about delivering exceptional service.

This is what we need from you:

• Coordinate the Service Desk function to deliver high-class service
• The day-to-day management of 2/3 Service Desk Administrators
• Effective management of all tickets through the lifecycle (‘cradle to grave’, including support to lesson identification and service improvement)
• 1st point of escalation for any service tickets
• Delivering a high-level of client and end-user centric service
• Ensure resources are utilized to meet the demands of the service against engineer skill sets
• Plan workloads and deploy engineers ensuring maximum efficiencies are maintained
• Contribute to Post Incident Management reporting and analysis
• Produce management information reporting, as necessary
• Proactively ensure KPIs/SLAs are achieved, as a minimum, and seek to exceed as a matter of course
• Work closely with the Head of Service Desk on areas for service improvement
• Develop effective working relationships in order to ensure a consistent, high-quality service is delivered
• Develop Service Desk procedures, as required and identify, qualify and drive Service Desk continuous improvement initiatives

We also need you to:

• Proven track record in Incident and Service Request management within an MSP or large internal IT department· Build working relationships with 1st and 2nd line technical teams· Excellent organisational skills, with the ability to multi-task, whilst meeting tight deadlines· Delivery of exceptional client experience and customer service· Experience in producing management information (for different audiences)
  
• Understanding of best practice frameworks, for example ITIL, Lean or Six Sigma
• Excellent communication, interpersonal and influencing skills
• Attention to detail with high standards of accuracy and review
• Experience at improving and maintaining SLAs and KPIs
• People management experience, KPI and objective setting

Would be great if you have:

• Experience in working with and exploiting ConnectWise and Bright Gauge toolsets
• Proven ability to develop and mentor team members
• Ability to communicate processes and procedures verbally with clarity and accuracy, and in written form
  

And this is what we offer in return:

• Private Medical Insurance
• Life assurance
• Critical illness
• Flexible benefits – Choose what suits you
• Access to a discount store
• Fruit, cereal, toast, biscuits, squash, fizzy drinks etc. in the office
• Celebrations for exciting life events
• Matched charity donations
• 25 days leave, plus a day for your birthday
• Enhanced family leave
• Length of service awards
• Monthly socials
• Summer party get together for all the family
• Continuous Training
• Peer Reward programme
• Flexible working
• Cycle to work scheme
  
• Agile working
• Branded SWAG for all employees and new joiners
• Cultural champions– Focussing on celebrating our diversity
• A host of clubs to get involved with -Running club, Football, Parents hang out, Motivational speakers.