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 ...

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