Service Desk Coordinator (Customer Support)
Our organisation brings art and humanities to life and protects it for future generations.
Are you a highly proactive Service Desk Coordinator or Analyst with excellent business and commercial acumen who thrives on providing a first-class service experience? If so, read on.
We are digital publisher of academic resources in the arts and humanities, and we have an exciting opportunity for a highly talented Service Desk Coordinator to join our small, friendly Customer Support Team. This is a brand-new role working to implement and manage our new service desk in order to support our global, award-winning company as we invest in future growth. The role is perfect for someone who has proven experience in a customer service or support role and is looking for the opportunity to have a real impact on how we provide exceptional technical support to our internal and external customers.
Main duties
Service Delivery
- Manage the support ticketing system, including ticket quality review, triage, prioritisation and escalation.
- Work with team to resolve first line support tickets in a timely and efficient manner.
- Ensure adherence to established service level agreements (SLAs).
- Identify and implement process improvements to enhance service delivery.
- Analyse trends and data to proactively identify potential issues and solutions.
Reporting
- Track and report on key service desk metrics, such as resolution times, first line resolution rates, and customer satisfaction.
- Generate reports and present findings to stakeholders.
- Continuously monitor and improve service desk performance.
Customer Support
- Promote a customer-centric approach to service delivery.
- Ensure timely and effective communication with all stakeholders.
- Proactively address customer concerns and feedback.
Person Specification
- Strong team player with a gift for effective collaboration with other teams and departments.
- Well organised, with excellent prioritisation and administration skills.
- Analytical and resourceful, with ability to identify root causes of issues and develop a path to resolution.
- Empathetic and understanding of customers’ needs and requirements.
- Effective communicator who can explain technical issues clearly and concisely to a non-technical audience.
- Experience in a IT Service Desk or Customer Service role.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities, with a focus on continuous improvement.
- ITIL certification preferred.
What we’re offering
- A competitive salary (reviewed every year) and discretionary annual bonus.
- Flexible hours, a hybrid workplace with 2 days a week in our Marlborough head office.
- Generous work from home equipment voucher
- 25 days’ annual leave, incrementally increasing to 30 days, with the ability to purchase or sell annual leave.
- Pension scheme with a 5% employer contribution.
- Employee Assistance Programme from day 1 and Private Health Insurance and a Health Cash Plan after 1 years’ service.
- Life Assurance cover offering payment of four times’ your annual basic salary.
- Opportunities for career growth with training days and tailored development plan. We take great pride in upskilling and promoting our employees.
- A day’s volunteering with a charity of your choice at full pay and a charity fund matching scheme.
- Health and wellbeing benefits to include online fitness classes and corporate massages.
- Mobile phone allowance and working from home stipend.
- Cycle to work and electric car scheme.
- Department
- Marketing and Customer Support
- Locations
- Marlborough Office
- Yearly salary
- £25,000 - £30,000
- Employment type
- Full-time
- Remote Status
- Hybrid from Marlborough 2 days per week
About AM
AM’s digital collections and technology platforms enrich the study, research, and teaching of primary sources. We work with libraries, archives, and heritage institutions to digitise the world’s historical and cultural knowledge. We're inspired by the unique archival materials we work with, and passionate about the technology that brings them to life.
Service Desk Coordinator (Customer Support)
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