{"id":3076592,"url":"https://alion.io/job/exponential-e-client-service-coordinator-3","title":"Client Service Coordinator","company":{"id":51505,"name":"Exponential-e","domain":"exponential-e.com","url":"https://alion.io/company/exponential-e","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":12,"ghost_share":0.417,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bridgend, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":32000,"max_usd":51000,"period":"year","method":"role_country_seniority_unknown","sample_n":504},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"SQL","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false},{"name":"Azure","optional":true},{"name":"ITIL","optional":true},{"name":"ITSM","optional":true},{"name":"Model Context Protocol","optional":true},{"name":"Service Desk","optional":true},{"name":"ServiceNow","optional":true},{"name":"SharePoint","optional":true}],"status":"live","first_seen_at":"2026-10-22T08:48:22Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-26T10:08:54Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":3},"description":"Exponential-e\nFounded 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.\nWe’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.\nHours: 24/7 Shift Pattern - 2 Days (7 am-7 pm), 2 Nights (7 pm-7 am) and 4 Days off\nOverall purpose of the job:\nBe the first point of contact for Ambulance Trusts (with any ARP related IT issues) and other Exponential-e customers\nResponsible for managing and owning support tickets and driving customer issues through to resolution either internally or via suppliers\nProactively monitor systems and suppliers for any potential issues\nProvide 1st and 2nd Line remote desktop support to other Exponential-e customers, when required\nKey responsibilities for this job:\nUnderstand the end-to-end support model of ARP and the responsibility of each supplier\nLog and accurately assign incidents and service requests to resolver groups or suppliers within agreed SLAs\nAcknowledge and escalate incidents and requests received via the portal, email (or other means apart from phone) to resolver groups or suppliers within agreed SLAs\nMonitor open incidents and requests and ensure SLA targets, including updates and resolution, are met internally or by suppliers\nFrequently engage with resolver groups and suppliers for regular updates and to ensure resolution time is met\nKeep the customer regularly updated with progress on open incidents and requests, using appropriate level of detail and language\nMonitor systems and suppliers to proactively identify any issues that may affect Exponential-e customers\nTo encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to the management for service improvement\nWork proactively to ensure that all knowledge information is maintained and updated on an on-going basis\nTo be a highly motivated team player with the skills and ability to manage changing priorities\nAccess Management and Maintenance through Service Now (Account Provision, Account Revocation, Password Resets)\nAct as the initial point of Call for all P1 incidents Out of Hours\nContact ARP to Triage potential MI\nInitiate Bridge Calls and Text Messages to Trusts and ARP\nContact ASC On Call and MI manager\n\nAct as first point of escalation for all incidents whilst on shift (Shift Senior)\nTo provide Team leadership 24/7 to their Shift and act as 2IC to Shift Lead\nConduct QA on all incidents, produce weekly stat report and provide feedback to Team managers..\nUpdate and maintain operational CMDB acting as the Operational CMDB administrator.\nUpdate and maintain operational training documents, providing guidance and training to CSCs as required.\nAct as the Knowledge Management Administrator on the Service Now platform.\nUnderstand the technical overview of the ARP Solution and provide training as required to CSCs.\n\n Knowledge and experience required: \nStrong customer service focus with excellent verbal and written communication skills\nProven problem solver with strong analytical and trend analysis skills\nFlexible approach to work, with the ability to work effectively under pressure and a willingness to take ownership\nPositive and professional attitude\nExperience in managing/troubleshooting Windows Desktop Operating Systems\nExperience in Microsoft Exchange, Active Directory, Windows Server & Desktop, SQL Server technologies\nExperience in managing/troubleshooting VMWare and/or Virtualisation technologies\nKnowledge of Networking (DNS, DHCP, PING, TRACERT, NETSTAT, NBTSTAT, TELNET, FTP, FTPS, SFTP)\nDesired skills in Microsoft System Centre, SharePoint and other Microsoft solutions\nApplicants will ideally be Microsoft 365 and/or Azure certified or studying towards Fundamentals levelPrevious Microsoft certifications of MCP, MCSE and MCSA will be considered\n\n Desirable knowledge and experience: \nExperience working in a pressurised customer focused Service Desk within an ITIL based environment\nBusiness to business (B2B) experience\nServiceNow, Remedy or a similar ITSM toolset experience\nITIL Foundation (V3 or V4)\nOur People\nOur 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.\nLearning 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.\nExponential-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.","description_format":"text","description_chars":5638,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Unified Communications","Enterprise Networks","Managed Network Services","Telecom Infrastructure"],"lifecycle":[{"event":"open","at":"2026-10-22T10:58:27Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-24T06:24:00+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":41,"reasons":["conf:0","win:early"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/exponential-e-client-service-coordinator-3","json_url":"https://alion.io/job/exponential-e-client-service-coordinator-3.json","meta":{"generated_at":"2026-10-26T12:30:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17182,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":51505},"rest":"https://alion.io/mcp/rest/get_company?id=51505"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fexponential-e-client-service-coordinator-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fexponential-e-client-service-coordinator-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fexponential-e-client-service-coordinator-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/exponential-e-client-service-coordinator-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fexponential-e-client-service-coordinator-3"}]}