Service Support Coordinator

The Service Support Coordinator is responsible for the execution of a number of key IT Operating Model processes within the EU Shared Services organisation, specifically Incident, Problem and Change Management, as well as supporting the delivery and performance of the IT Service Desk in Europe. The Service Support Coordinator will also continually seek to improve the efficiency and effectiveness of the processes.

• Manage daily operational activities of the IT Service Desk in Europe
• Manage incidents, problems and changes according to agreed processes/volumes and priorities.
• Engage relevant resources to ensure incidents problems and changes are solved
• Chair various conference calls to ensure effective governance for each process
• Manage communications
• Escalate issues to technical managers
• Provide analysis and associated reporting
• Identify and facilitate opportunities for continuous improvement
• Ensure all documentation and systems are kept up to date
• Provide subject matter expert advice, guidance and assistance

• Relationship Management
• Customer Management
• Project Management
• Business Process Engineering
• Technical Expertise
• Quality Management
• Reporting and Data analysing

• Expert knowledge of ITIL
• Effective communication skills
• Ability to manage conflicting priorities
• Strong adherence to quality processes and understanding of right first
• time approach
• Minimum of 3 years’ experience in a similar role
• Very good spoken and written English

• Minimum ITIL V3 Foundation certificate
• ITIL V3 OS&A certification
• HOURS
• 40 hours but flexibility will be required to meet client requirements