Service Co Ordinator

The Role: Service Co-Ordinator

Location: Dublin 24

Responsibilities

·       Managing and co-ordinating all client-facing activity through the utilisation of a ticketing system.

·       Managing client expectations in relation to the delivery of service.

·       Scheduling and assigning the workload across our team in the most efficient manner possible.

·   Proactively bringing process improvements to the business in particular around the utilisation of our ticketing system and customer service.

·       Monitoring the adherence to and achievement of SLAs both internally and externally.

·   Conducting root cause analysis and reporting on findings in situations where service may have been compromised.

·       Extract KPIs and other reports for the team

·   Create and be accountable for regular reporting to the service manager, particularly in relation to the utilisation of resources,   

Requirements

·       Great Communications skills

·       Experience in Scheduling and Resource Management

·       IT Literate – Medium to Advanced User level

·       Management & Leadership Experience of an IT Service Team desirable

·       A deep desire to deliver an amazing Client Experience

·       The ability to keep up with & adapt to the fast-paced IT world

·       Experience using a Ticketing system and/or PSA Tool

·       Skills in Strategic & Resource Planning with an ability to think and plan ahead

·       Experience handling Technical Service Tickets

At Nostra we value our people. We are a passionate team committed to doing our best, our values are trust, accountability, expertise, people, integrity and empathy. These values form a central part of our recruitment process,  Nostra is an equal opportunity employer committed to diversity and inclusion.