About us: A to Z Computers Ltd

A leading provider of I.T. Services to Business and Educational Users in the South East.

A to Z Computers provide and support I.T. Solutions, Products, and Services for our customers by utilising Market Leading Services and Technologies.

Service Desk Co-ordinator

Responsibilities 

·         Triaging of support tickets and service desk activities as they come into the A to Z service desk

·         Ensure tickets are escalated where necessary in a timely fashion

·         Build relationships with our MSP client base as the trusted contact for all support issues and escalations

·         Act as the point of contact between the Helpdesk and Service Delivery Manager

·         Ability to identify patterns of repeat issues which require escalation and/or reporting to the service delivery manager

·         Oversee the A to Z service board in Connectwise Manage and ensure tickets are being acted on and scheduled for field service engineers.

·         Documenting standard processes for our MSP clients– New User setups, PC/Laptop Installs, etc.

·         Working together with the field service team and other helpdesk engineers to ensure resolution of tickets in a timely, professional, and efficient manner.

·         Responsible for management of client software licences and subscriptions

Requirements

·         At least 2 years’ experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business. 

·         Excellent customer service skills 

·         Fluency in English language written and oral

·         Ability to take ownership of service issues and work towards an efficient resolution is essential.

·         Strong communication & interpersonal skills, including the ability to communicate technical issues to a non-technical audience.

·         Excellent attention to detail

·         Excellent organisational and time management skills

·         Work effectively as part of a team and work with the service desk team to ensure an excellent customer service experience.

·         Experience in Scheduling and Resource Management

·         Technical Documentation Experience

Desired Skills

·         Experience using a Ticketing system / RMM Tool and PSA software

·         Experience of Microsoft 365 administration

·         Previous experience of working with ConnectWise Manage, IT Glue or similar MSP tools a distinct advantage

·         Good problem solving and troubleshooting skills.