IT Services Co-ordinator

The Service Co-ordinator will operate as part of the customer-facing service team, responsible for managing, progressing, and resolving service tickets on behalf of our customers.

You will work closely with internal teams, third-party providers, and customers to ensure incidents and service requests are progressed in line with agreed SLAs., * Ticket Management and Ownership - Take ownership of incidents and service requests, ensuring they are actively managed through to resolution.

• Supplier and Vendor Coordination - Work with third-party providers and internal resolver groups to progress and resolve issues.
• SLA Management - Monitor and manage tickets in line with agreed service levels.
• Customer Communication - Provide clear, timely updates to stakeholders and ensure expectations are managed effectively.
• Root Cause and Trend Analysis - Identify recurring issues and use appropriate escalation path to resolution.
• Service Improvement - Highlight opportunities to improve processes, reduce repeat incidents, and enhance delivery.
• Operational Support - Contribute to service continuity through participation and collaboration with team members.

You are organised, proactive, and confident managing multiple workstreams in a fast-paced environment. You take ownership of issues and are comfortable working across teams to drive outcomes.

Essential Skills and Experience

• Experience managing service tickets within an IT service environment
• Strong organisational and prioritisation skills
• Great customer service and communication skills.
• Ability to coordinate across multiple teams and suppliers
• Highly organised with excellent attention to detail.
• Proactive approach with a focus on ownership and resolution
• Comfortable working under pressure and to tight deadlines.
• Skills in Excel and general Microsoft Office tools.

Desirable

• Experience working within a supplier, managed service, or vendor environment.
• Understanding of SLAs, KPIs, and service performance management.
• Retail sector experience, particularly supporting store environments or retail technology, is highly beneficial., * IT support: 1 year (preferred)

Job Types: Full-time, Permanent

Pay: Up to £32,000.00 per year

Benefits:

• Company pension
• On-site parking

At Levata, we support leading retail and enterprise customers through innovative technology and managed services. As part of our continued growth, we are looking for a Services Co-ordinator to join our service and operations team, supporting the delivery of high-quality service across our customer base.