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Job Role: Workflow Coordinator (ICT)

Job Location: Burnley (Office Based)

Salary: £30,000 to £35,000 per annum

Working period: Monday – Friday 09:00 – 17:30

About the Company
We are a dynamic ICT Managed Service Provider (MSP) based in Burnley, delivering exceptional IT solutions to our growing client base. With a focus on customer satisfaction, efficiency, and innovation, we are looking for a motivated and driven Workflow Manager/Coordinator to join our team and help shape our service desk operations.

Role Overview
As Workflow Manager/Coordinator, you will play a pivotal role in ensuring the smooth running of our service desk operations. You will be responsible for managing workflows, allocating resources, and ensuring SLAs (Service Level Agreements) are met. You’ll thrive in a fast-paced environment, demonstrating exceptional organisational skills, ambition, and a fiery, results-driven attitude.

Key Responsibilities

* Ticket Management & Allocation: Review incoming service desk tickets and allocate tasks efficiently based on priority, skill set, and SLA requirements.

* SLA Breach Prevention: Proactively monitor SLA compliance, prioritising and reallocating resources as necessary to prevent breaches.

* Scope of Work Assessment: Evaluate tickets to determine if tasks fall under billable scope and liaise with relevant teams for approvals.

* Customer Service Excellence: Act as a key point of contact for escalations, ensuring an excellent customer experience while managing expectations.

* Team Coordination: Work closely with technical staff, ensuring seamless communication and effective workflow management.

* Drive Performance: Foster a motivated and ambitious work culture, encouraging the team to meet and exceed performance targets.

Right to work requirements

* Passport

* BRP

* Sharecode