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SalaryAbout T4 Group:
We are a leading provider of managed services, dedicated to ensuring that our clients can focus on their core business, while we manage their IT infrastructure. We pride ourselves on delivering quality, efficiency, and innovation to our clients across different industries.
Job Description:
The Service Delivery Coordinator is responsible for managing our Service Delivery areas and ensuring a high level of customer satisfaction. In this role you will oversee the capturing, triaging, resolving and escalating of client requests, as well as the tracking and reporting of performance metrics. We are seeking an individual who is passionate about creating positive customer experiences and building long-term relationships with customers and partners.
Key Responsibilities:
- Ensure the team follow our best practices and procedures for Service Delivery.
- Monitor and respond to incoming client requests via phone, email, chat or ticketing system.
- Document the details of client issues, assign priority and categorize them according to the service level agreement (SLA).
- Resolve or escalate client requests to the appropriate level of support within the agreed time frame.
- Follow up with clients and ensure their issues are resolved satisfactorily and closed.
- Communicate with clients and stakeholders on service desk issues, updates and improvements.
Skills and experience
- A minimum of 3 years of experience in a service desk or technical support role.
- A relevant certification or degree in information technology, computer science or related field.
- Experience with Autotask PSA (Ticketing System) to manage and monitor all client-facing activity.
- Excellent communication and interpersonal skills, both verbal and written.
- Strong customer service and problem-solving skills, with the ability to handle difficult situations and customers.
- Detail-oriented and well-organized, with the ability to multitask and prioritize effectively.
- Proficient in using various tools and technologies for service desk management, such as ticketing systems, remote access, chat and phone systems.
- Familiar with the ITIL framework and the MSP business model.
- Able to work independently and as part of a team, under pressure and with minimal supervision.
