Position Summary
Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Service Desk Coordinator to join our amazing culture, in which you are part of a dynamic team that allows you to grow as Convergint grows.
Who You Are
You have a passion for providing world‑class service to customers, colleagues and communities. You are a person of integrity with a commitment to growth, accountability and delivering results. You want to join an organization with a positive culture that embraces inclusion and allows everyone to be the best version of themselves at work and home.
You want to grow with us and deliver results as an exceptional Service Desk Coordinator.
What you’ll do with “Our Training and Your Experience”
Referring jobs to stores for parts and sales for quotes where required.
Completing daily call planner for all engineers, liaising with field operations to ensure correct capacity distribution throughout departments and resources.
Scheduling engineers calls daily via scheduler, ensuring maximum efficiency of routes and capacity.
Monitoring call completion daily for service and maintenance engineers over the mobile interface.
Maintaining contact with engineers, ensuring correct call handling and call referral.
Monitoring call queues and managing SLA.
Completing weekly KPI reports.
Liaising with third party subcontractors to provide best quality services within the agreed deadlines.
Participate in and lead as appropriate in training programmes for new products & services and ensure adherence to procedures as outlined.
Work to the existing roster system in place.
To focus the service desk’s attention on delivering first class services to clients/customers and operating in a seamless and cooperative manner with the rest of the company.
Assist in preparing, maintaining, and upholding procedures for logging, reporting, and monitoring service desk operations.
Build & maintain relationships with customers.
Report any urgent issues on complaints to Management.
What You’ll Need
2 years of experience in a similar role
Exceptional customer service skills and a commitment to excellence
Ability to handle pressure
Excellent communication & interpersonal skills
Strong problem solving and decision making skills
Assertive and Confident
Computer literate with a good working knowledge of MS Office Products
Excellent Telephone Manner
Ability to work on own initiative
Team Player
Attention to Detail
Preferred: Demonstrated experience in the security industry
What we provide
Convergint fosters a supportive, accessible, and inclusive environment in which individuals of different backgrounds and identities are able to realize their maximum potential within the company. We offer a variety of programs and exceptional benefits to all of our colleagues: 25 days annual leave, Extra Fun and laughter day, Pension after probation period.
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