IT Service Coordinator
2 weeks ago
Leading network service solutions provider
Job Description- Key front line role, being the main communication channel for the Service Team.
- Main contact point for our clients, vendors and engineers.
- Receive and answer incoming calls and emails from clients, vendors and suppliers.
- Log all support calls into the ticketing system and then proceed to manage and update the ticket to resolution.
- Liaise effectively with engineers, clients and third party vendors to ensure timely resolution of support requests.
- Provide the first line of support to clients; simple technical issues should be resolved over the phone or via email, filter and escalate incoming requests as needed.
- Work according to our company Service Level Agreements to provide clients the high quality service they are expecting.
- Produce reports to clients, management and vendors of a high quality and to deadline.
- Data entry/administration of service contracts, agreements and scheduling and calendars.
- Update manufacturer warranty information and renewals.
- Good telephone manner - polite and courteous, maintaining good working relationships with clients, vendors and team members.
- Service orientated with attention to detail, able to follow instruction and seek out information to assist with the resolution of inquiries and support requests.
- Ideal applicants will have come from a service role or IT background and be technically savvy, a quick learner and able to think on their feet, with a thirst for learning and gaining knowledge and skills. You must be able to work to a high standard and be a key member of the team, managing own workload, liaising with relevant departments, vendors and clients effectively.
- Languages: Effective communicator proficiency in Cantonese, English and Putonghua.
- Writing: Good command of written English.
- Academic: Diploma or above in any discipline.
- Experience: Minimum 1-2 Years relevant experience in the capacity of Helpdesk, First Line Support, Customer Service, Service Desk Analyst, in IT or Telecommunications industry.
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