Position:
Service Co-ordinator (Part time – 20 hours / week) 4 hours a day Monday - Friday. Some flexibility around hours but please state on application if there are specific hours that you are only available. Requires flexibility around holiday cover.
  
Reporting to: Client Service Manager
   
Summary: 
Digicom Office Technology Ltd, Ireland’s leading provider of Audio Visual and Office Technology solutions. We install and service video conferencing, presentation systems and printing solutions for our customers.

The purpose of the role is:

• to provide helpdesk support for our service customers based on Service Level Agreements.
• to co-ordinate and schedule calls based on engineer availability and customer agreements.
• the completion of administrative tasks in relation to the customers agreement.

This is a busy role that will require you to gain a strong understanding of the operations of this highly customer focused organisation where ongoing help, training and support will be provided. The successful candidate will be an integral member of the Digicom Services Support Team.

Job duties and responsibilities

• Helpdesk support for all customer queries for both Office Technology and Audio Visual Service customers. 
• Logging and actioning all calls and scheduling these in accordance with customer Service Level Agreements. 
• Ensure critical cases are identified and responded to without delay. 
• Co-ordination and scheduling of preventative maintenance calls as per customer agreements. 
• Liaise with colleagues, Department Managers and Contractors as necessary. 
• Work closely with Field Service Engineers to schedule calls / manage diaries. 
• Ensure cases are updated and closed on the call logging system. 
• Maintain appropriate level of communication with customers and with colleagues. 
• Obtain pricing and process parts orders for customer calls. 
• Place and track orders for consumables. 
• Raise supplier PO’s and approve corresponding invoices. 
• Assist with invoicing and billing process for customer service agreements. 
• Manage parts return process in line with warranty requirements. 
• Admin support for Service Department. 
• Receptionist duties and general office administration. 

About the Person

Key characteristics for the role include:

• Highly organised with strong administration skills 
• Strong attention to detail 
• Excellent communication skills 
• High numeracy skills 
• Proficient with use of Excel/Word/Outlook/Teams/Zoom. 
• Extremely well organised and structured in their work 
• Ability to prioritise and to multitask 
• Clear communication style, written and verbal. 
• Experience with call logging software is an advantage 

The successful candidate will have a proven track record in a busy service department or call centre in an administration role.

What we offer: 

• Eligible employees receive a company performance-based bonus paid at the end of the calendar year.  
• Employees receive an increase to their annual leave allowance based on time in service, allowing you to enjoy more time for rest, relaxation, and personal pursuits.  
• In recognition of long-term dedication and commitment, eligible employees receive a long-term service bonus as a token of appreciation for their loyalty to our company.  
• We offer a competitive pension plan to help you plan for your future and achieve your retirement goals.  
• Join us for company away days, where we come together as a team to celebrate achievements, foster camaraderie, and enjoy memorable experiences outside of the office.  
• We provide access to training programs, workshops, and resources to support your ongoing growth and development.

Job Type: Part-time
Expected hours: 20 per week

Benefits:

• Bike to work scheme
• Company events
• Company pension
• On-site parking
• Sick pay

Schedule:

• Monday to Friday

Work Location: In person
Reference ID: Service Co-ordinator part tim

The purpose of the role is:

• to provide helpdesk support for our service customers based on Service Level Agreements.
• to co-ordinate and schedule calls based on engineer availability and customer agreements.
• the completion of administrative tasks in relation to the customers agreement

Job duties and responsibilities

• Helpdesk support for all customer queries for both Office Technology and Audio Visual Service customers. 
• Logging and actioning all calls and scheduling these in accordance with customer Service Level Agreements. 
• Ensure critical cases are identified and responded to without delay. 
• Co-ordination and scheduling of preventative maintenance calls as per customer agreements. 
• Liaise with colleagues, Department Managers and Contractors as necessary. 
• Work closely with Field Service Engineers to schedule calls / manage diaries. 
• Ensure cases are updated and closed on the call logging system. 
• Maintain appropriate level of communication with customers and with colleagues. 
• Obtain pricing and process parts orders for customer calls. 
• Place and track orders for consumables. 
• Raise supplier PO’s and approve corresponding invoices. 
• Assist with invoicing and billing process for customer service agreements. 
• Manage parts return process in line with warranty requirements. 
• Admin support for Service Department. 
• Receptionist duties and general office administration.

Key characteristics for the role include:

• Highly organised with strong administration skills 
• Strong attention to detail 
• Excellent communication skills 
• High numeracy skills 
• Proficient with use of Excel/Word/Outlook/Teams/Zoom. 
• Extremely well organised and structured in their work 
• Ability to prioritise and to multitask 
• Clear communication style, written and verbal. 
• Experience with call logging software is an advantage