Client Service Coordinator

Exponential-e

Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.

We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.

Hours: 24/7 Shift Pattern - 2 Days (7 am-7 pm), 2 Nights (7 pm-7 am) and 4 Days off

Overall purpose of the job:

• Be the first point of contact for Ambulance Trusts (with any ARP related IT issues) and other Exponential-e customers
• Responsible for managing and owning support tickets and driving customer issues through to resolution either internally or via suppliers
• Proactively monitor systems and suppliers for any potential issues
• Provide 1st and 2nd Line remote desktop support to other Exponential-e customers, when required

Key responsibilities for this job:

• Understand the end-to-end support model of ARP and the responsibility of each supplier
• Log and accurately assign incidents and service requests to resolver groups or suppliers within agreed SLAs
• Acknowledge and escalate incidents and requests received via the portal, email (or other means apart from phone) to resolver groups or suppliers within agreed SLAs
• Monitor open incidents and requests and ensure SLA targets, including updates and resolution, are met internally or by suppliers
• Frequently engage with resolver groups and suppliers for regular updates and to ensure resolution time is met
• Keep the customer regularly updated with progress on open incidents and requests, using appropriate level of detail and language
• Monitor systems and suppliers to proactively identify any issues that may affect Exponential-e customers
• To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to the management for service improvement
• Work proactively to ensure that all knowledge information is maintained and updated on an on-going basis
• To be a highly motivated team player with the skills and ability to manage changing priorities
• Access Management and Maintenance through Service Now (Account Provision, Account Revocation, Password Resets)
• Act as the initial point of Call for all P1 incidents Out of Hours

• • Contact ARP to Triage potential MI
  • Initiate Bridge Calls and Text Messages to Trusts and ARP
  • Contact ASC On Call and MI manager

• Act as first point of escalation for all incidents whilst on shift (Shift Senior)
• To provide Team leadership 24/7 to their Shift and act as 2IC to Shift Lead
• Conduct QA on all incidents, produce weekly stat report and provide feedback to Team managers..
• Update and maintain operational CMDB acting as the Operational CMDB administrator.
• Update and maintain operational training documents, providing guidance and training to CSCs as required.
• Act as the Knowledge Management Administrator on the Service Now platform.
• Understand the technical overview of the ARP Solution and provide training as required to CSCs.

  Knowledge and experience required: 

• Strong customer service focus with excellent verbal and written communication skills
• Proven problem solver with strong analytical and trend analysis skills
• Flexible approach to work, with the ability to work effectively under pressure and a willingness to take ownership
• Positive and professional attitude
• Experience in managing/troubleshooting Windows Desktop Operating Systems
• Experience in Microsoft Exchange, Active Directory, Windows Server & Desktop, SQL Server technologies
• Experience in managing/troubleshooting VMWare and/or Virtualisation technologies
• Knowledge of Networking (DNS, DHCP, PING, TRACERT, NETSTAT, NBTSTAT, TELNET, FTP, FTPS, SFTP)
• Desired skills in Microsoft System Centre, SharePoint and other Microsoft solutions
• Applicants will ideally be Microsoft 365 and/or Azure certified or studying towards Fundamentals level
  • Previous Microsoft certifications of MCP, MCSE and MCSA will be considered

  Desirable knowledge and experience: 

• Experience working in a pressurised customer focused Service Desk within an ITIL based environment
• Business to business (B2B) experience
• ServiceNow, Remedy or a similar ITSM toolset experience
• ITIL Foundation (V3 or V4)

Our People

Our people are what makes Exponential-e Group the company it is today. This year’s employee survey highlighted that 81% of employees who took the survey, would recommend a friend to work for our organisation.

Learning and development are fundamental parts of daily life at Exponential-e. From their first day at the company, everyone is provided ample opportunities to develop their skills and broaden their horizons, with our own L&D team running a range of bespoke courses, based on the latest innovations and challenges across the digital landscape.

Exponential-e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity. The company respects and values the diversity of its staff, striving to maintain an environment where there is opportunity for everyone to feel valued, their talents to be utilised and for both personal and organisational aspirations to be met. Every employee plays a vital role in helping to create an inclusive working environment by understanding and harnessing difference in a positive way.