T00126 Scheduling Support Coordinator

Job Purpose 

Reporting to the Service Desk Team Leader you will coordinate field support visits following a request from our Help Desk. 

Duties and Responsibilities

  • Co-ordinate field support requests in-line with agreed SLA’s
  • Schedule ‘break-fix’ visits in-line with agreed SLA’s
  • Maintain internal systems to ensure TSG One way processes are followed
  • Escalate any visit issues with the appropriate Team Leader
  • Liaise with support purchasing department to request parts for site visits
  • Ensure Engineer’s diaries are up to date and scheduled effectively and regular communication to discuss outcome of visit
  • Build strong relationships with Field Support Engineers and awareness of their skill sets
  • Highlight any skills issues on certain products to Team Leaders
  • Liaise with other field Scheduling Co-ordinators to understand workload in other regions
  • Ensure customers are updated on a regular basis
  • General administration as required 

Collaboration and Relationships:

  • With the Project Co-Ordination Team and Field Service Manager to ensure the successful delivery of site visits to the Customer.
  • With all internal relevant departments within the business. 

Knowledge, Skills and Experience

Your qualifications 

  • IT Qualifications would be an advantage but not essential 

Your skills & knowledge 

  • Excellent organisation skills and proven Customer Service skills.
  • Have good appreciation of general hardware and software.
  • Confident, professional and proactive attitude to work.
  • Good telephone manner.
  • Must be accurate with proven attention to detail
  • Must be an effective communicator. 

Your experience 

  • Experience of the IT Services industry would be an advantage
  • Proven scheduling experience would be an advantage 

Your behaviours 

  • Demonstrates enthusiasm and proactively seeks opportunities to improve the function
  • Demonstrates commitment to the role, team and company, and will go the extra mile when required
  • Demonstrates creativity and reacts positively to new challenges and change
Closing Date: 
Friday, June 15, 2018 - 17:30

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