Service Desk Coordinator

About the role

Causeway Connect is recruiting a Service Desk Coordinator to work for one of its long-term customers, a market leader in managed IT services for the retail and hospitality sectors. The role is full time, on site in Skopje, with 40 hours per week (8 hours per day) on a rotating shift pattern between 08:00 and 19:00, with one weekend worked per month.

Key responsibilities

• Manage and maintain accurate customer data and keep customer records up to date
• Oversee monthly SLA management and resolve aged calls efficiently
• Handle a high volume of incoming customer calls and emails
• Schedule and book engineer visits across the UK using bespoke software
• Raise job orders and order parts and stock
• Liaise with customers, engineers and colleagues to ensure smooth operations

Required profile

• Strong communication skills with internal and external stakeholders
• Customer service experience in office environments
• GCSEs in Maths and English (or equivalent)
• Positive, professional attitude, team player who embraces change and takes ownership of tasks

Required skills

• Confident use of IT systems and software, especially MS Office (Excel, PowerPoint, Teams)
• Ability to stay calm under pressure and solve problems logically
• A plus: UK geographical awareness, IT installation and maintenance experience (retail, hospitality or leisure), and knowledge of business development or client care principles