Service Desk Coordinator

Service Desk Coordinator

Location: Dublin 22

Office Hours: 08:30am – 5:00pm, Monday – Friday

Salary: €35k+

Our Dublin based client is seeking a skilled and organised Service Desk Coordinator to join their team. The Service Desk Coordinator will be responsible for overseeing the efficient operation of our service desk, ensuring timely responses to customer inquiries and effective coordination of service requests. The successful candidate will play a key role in maintaining high levels of customer satisfaction and driving the success of our service operations.

Role Requirements:

• Manage the day-to-day operations of the service desk, including monitoring incoming requests, assigning tasks, and tracking progress to ensure timely resolution.
• Act as the primary point of contact for customer inquiries and service requests, providing exceptional customer service and technical support.
• Coordinate with field technicians and engineers to schedule service appointments and dispatch resources as needed to address customer issues.
• Prioritise service requests based on urgency and impact, escalating issues to senior management or technical teams as necessary.
• Maintain accurate records of customer interactions, service requests, and resolutions using our internal ticketing system.
• Identify opportunities for process improvements and efficiencies within the service desk operation, implementing changes to enhance overall service delivery.
• Collaborate with other departments, including sales and engineering, to ensure seamless communication and alignment on customer needs and expectations.
• Stay up to date on product knowledge and industry developments to provide informed assistance to customers and support continuous learning within the team.

Candidate Requirements:

• Two years’ experience in a fast-paced customer service or technical support role.
• Proficiency in Excel is a must.
• SAP experience is beneficial but not mandatory.
• Excellent organisational and multitasking abilities, with a keen attention to detail and the ability to prioritise competing demands.
• Familiarity with ticketing systems and service desk software, preferably with experience in using such tools to manage workflows and track service performance.
• A proactive and customer-focused mindset, with a passion for delivering exceptional service and exceeding customer expectations.

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.

OB22