Service Support Coordinator

1 week ago

Auckland City, New Zealand Consult Recruitment Full time

**The Company;**
Our client is a Kiwi-owned and operated company that has supported businesses in NZ for over 40 years.

They are known for delivering Information and Communications Technology solutions to various sectors, including Government Enterprise, SMB, Health, and Education.

They have offices in Auckland, Hamilton, Wellington, and Christchurch

**The Role;**
The primary responsibility of this role is to provide administrative support to the service department, ensuring the smooth running of daily operations. Some key activities involved in this role include:

- Working closely with the Operations and Customer Service Leadership team to understand workforce metrics.
- Creating and maintaining real-time processes and procedural documentation.
- Continuously seeking process improvement and self-service opportunities.
- Providing administrative support to the Service Department.
- Monitoring and tracking daily interaction volumes and flows across all channels.
- Assisting with service admin support tasks such as preparing documentation, maintaining customer records, generating reports, invoicing, and onboarding key customers.
- Assisting the SLA Manager with special projects.
- Analyzing data to identify trends, insights, and areas for improvement, and presenting them to management.
- Assisting with documentation and training materials for end-users.

**About you;**

The ideal person for this role should have attention to detail, excellent problem-solving skills, be action-oriented, and possess excellent verbal and written communication and influencing skills.

Proficiency in MS Excel, data visualization and reporting platforms, and the ability to interpret data and turn it into meaningful actions are required.

Experience with ITSM tools like Autotask PSA is advantageous.

Operational experience in a multi-channel contact centre environment, workforce coordination, and real-time management experience is preferred.

**Company benefits;**

Access to Marram Trust (Health and Holiday)

Flexible work environment

Training and Certification

Paid Exams for writing Business identified Certifications

Kiwisaver
- Provide administrative support to the service department
- Proficiency in MS Excel, data visualization and reporting platforms
- Experience with ITSM tools like Autotask PSA

Job Details

Job ID (JID):
**4098879**

**Location**:
**Auckland Central**

Category:
**IT & Digital, PMO**

Type:
**Permanent - Full Time

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