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Title

Helpdesk Coordinator

Location: London, All
Salary/Rate: Negotiable
Benefits: Competitive
Type: permanent
Key Experience
Key Skill 1: helpdesk, Coordinator, Support
Key Skill 2: Agile, IT, Network
Key Skill 3: Service, Development, Management
Key Skill 4: Data, Business, Service Desk
Other experience: Finance, Technical, london, Marketing, desk, Reporting, Applications, procurement, BI, Customer, Customer Service, Financial, lead, analytics, Training, strategy, Qlikview, Reports, Recruitment, Team, Quality, Process, SLA, Services, first, http, Technology, operations, manage, Spark, Information, Assurance, report, Performance, Specialist, Education, Data Quality, environment, troubleshooting, Leadership, Access, Communication, Progress, CASE, GI, Quality Assurance, Monitor, Organisation, Key Stakeholders, Core, Multiple, stakeholders, General, managing, Email, IS, Learning&Development, Head, experience
Description

Purpose:

Responsible for managing all incoming requests and tickets requiring GI team attention. Managing incoming and outgoing communication for reporting, access requests, data quality issues and general queries from territories or various internal requesting parties. Provide support and assistance to requestors by facilitating appropriate resolution.

Responsibilities/Duties:

  • Managing multiple requests and allocation of requests to resources
  • Manage different queries/requests from Email (Helpdesk ID), Spark, GCP, GDW etc. and prioritize requests
  • Update requestor of progress and track progress from assigned team
  • Guide requestor to the right resource in GI for immediate troubleshooting of technical issues or general queries on how to use tools/applications
  • Evaluate availability of resource for servicing requests and identify pertinent team member for assignment
  • Assign request to pertinent team member basis severity, priority level, technology and email assigned member details to the requester
  • Ensure logging of helpdesk email requests into tickets
  • Ensure team member's ticket/request workloads are evenly balanced where possible
  • Manage aged tickets by escalating or reassigning to other resources
  • Participate in Quality Assurance Reviews of select tickets/requests
  • Report on GI's performance on incidence management
  • Categorize requests into Report requests, Access requests, Data quality issues, General enquiries
  • Report GI's key service reporting metrics (e.g. ticket volumes, aging, IT teams SLA performance etc.)
  • Update and Follow up activities
  • Update requestor about action and expected SLA for resolution
  • Ask follow up questions to clarify on the request, on the helpdesk ticket and maintain resulting correspondence into a ticket
  • Track and monitor resolution progress and update requestor in case of delay
  • Access Management activities
  • Control access to reports, for e.g., Approve or deny TM1 reporting access
  • Control access to GDW/ GCP/ Qlikview to avoid data manipulation

Education and Awareness

  • Formal education or vocational training in managing SLAs, business management, information science or similar
  • Awareness of GI's data and reporting services, process classification and severity levels for issue resolution

Work-Experience

  • Experience as Service desk coordinator or customer service representative, experience of working with / in an management information or financial reporting function.

Skills

  • Excellent communication skills , service oriented with a pleasing personality
  • Excellent customer service attitude and ability to identify and assign issues
  • Strong teamwork and multitasking ability in a fast paced work environment
  • Demonstrate strong process and administrative skills.

Key Stakeholders to be influenced:

GI Internal:

  • Head, Reporting & Analytics (for all new requests)
  • BI Reporting Lead (for all access requests)
  • Data Hub Operations Lead
  • Data Analysts or Reporting Business Analysts
  • GI External:
  • Requesting parties

Location

London

Internal firm services

In order to deliver a first-class service to our clients, we need first-class support internally. Internal firm services is a network of specialist support professionals and includes marketing, recruitment, human capital, finance, technology, learning and development, procurement, to name but a few. Each team plays a vital role in making sure we have all the right resources, services and technology across our business.

The skills we look for in future employees

All our people need to demonstrate the skills and behaviours that support us in delivering our business strategy. This is important to the work we do for our business, and our clients. These skills and behaviours make up our global leadership framework, 'The PwC Professional' and are made up of five core attributes; whole leadership, technical capabilities, business acumen, global acumen and relationships.

Diversity

We work in a changing world which offers great opportunities for people with diverse backgrounds and experiences. We seek to attract and employ the best people from the widest talent pool, as well as those who reflect the diverse nature of our society. And we aim to encourage a culture where people can be themselves and be valued for their strengths. Creating value through diversity is what makes us strong as a business and as an organisation with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.



Helpdesk Coordinator Jobs London
Recruiter: PWC-1
Added: 12-08-2017
Source: Agency
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