Service Desk Coordinator

About the Role and Company

Convergint seeks a full-time, motivated, and forward-thinking Service Desk Coordinator to join its vibrant team in Dublin. This role offers an opportunity to grow alongside a company with a proven 25-year track record, known globally for outstanding service and a culture rooted in ten core Values and Beliefs. The company prioritizes diversity, inclusion, and empowering employees to excel both professionally and personally.

Key Responsibilities

• Directing job referrals to stores for parts and coordinating sales quotes as necessary.
• Managing daily call schedules for engineers and collaborating with field operations to balance workload across departments.
• Scheduling engineer calls efficiently to optimize route planning and resource allocation.
• Tracking daily completion of service and maintenance calls using mobile interfaces.
• Maintaining ongoing communication with engineers to ensure correct call handling and referrals.
• Overseeing call queues and managing service level agreements (SLA).
• Generating weekly key performance indicator (KPI) reports.
• Coordinating with third-party subcontractors to ensure quality service delivery within deadlines.
• Leading and participating in training programs on new products and services while enforcing standard procedures.
• Working within an established roster system.
• Focusing the service desk on delivering first-rate service to clients while working collaboratively with all company departments.
• Assisting with the creation, maintenance, and enforcement of procedures related to logging, reporting, and monitoring service desk operations.
• Building and maintaining strong customer relationships.
• Escalating urgent issues or complaints promptly to management.

Required Skills and Experience

• Minimum two years of experience in a customer service or similar coordinator role.
• Strong dedication to delivering excellent customer service.
• Proven ability to perform well under pressure.
• Outstanding communication and interpersonal abilities.
• Effective problem-solving and sound decision-making skills.
• Confident and assertive attitude.
• Proficient in using MS Office applications.
• Excellent telephone etiquette.
• Customer-centric mindset with great attention to detail.
• Ability to take initiative and work independently as well as part of a team.
• Preferred: Experience working in the security industry.

Compensation and Benefits

• Starting salary of €35,000 per year.
• Additional benefits include a 'Fun & Laughter' day off with spending money, a Corporate Social Responsibility day, pension schemes, and 25 days of annual leave.
• A workplace culture that supports diversity, inclusion, and professional growth.