As an IT Support and Market Coordinator you will be required to manage all the daily incident and deployment priority requests in relation to your customers. You will be responsible for analysing all support calls and incidents in order to determine their impact, severity and level of urgency. You will facilitate and coordinate support and deployment priorities, assigning or escalating incidents to teams and individuals based on technical capabilities, workload and level of priority. You will also be responsible for preparing and monitoring performance metrics and undertaking proactive SLA reporting at both a technical and business level for specific customers. Your primary duty will be ensuring all market and support requirements are met in a customer focused manner across all channels.
Communication to stakeholders and customers is critical to your success in this role. You will be required to ensure customers are continually aware of issues, communicating all high impact incidents to the business and the customer until resolution. You will facilitate root cause analysis, propose solutions and follow up on incidents with the aim of reducing the volume of incidents received. You will also be responsible for providing error feedback updates to the relevant teams, working closely with your customers to determine priorities and communicate business context to our IT engineers.
Experience within the IT sector would be advantageous;
Proven time management skills are essential;
Excellent customer service and communication skills;
Working knowledge of MS Office is essential, particularly within Excel;
Strong analytical skills;
Ability to manage multiple deadlines and perform under pressure;
Degree educated is advantageous.