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Support Coordinator
Sword Group. Monitor support mailboxes and service management queues, ensuring customer requests are logged, prioritised and assigned appropriately .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in service desk operations, incident management, and customer support, with a strong focus on service level agreements and operational efficiency. Proficient in coordinating support activities, preparing service reports, and fostering positive relationships with stakeholders.
Highest-signal resume keywords
Service Desk ExperienceIncident ManagementITIL Foundation CertificationCustomer Service SkillsTicketing Platforms
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident TrackingService Request ManagementOperational ReportingService Level Agreement MonitoringSupport Process ImprovementSoftware Application SupportService Review CoordinationContract Management Awareness
Soft Skills
Organizational SkillsCommunication SkillsAttention to DetailProblem SolvingCollaboration Skills
Tools & Technologies
Service Management PlatformsTicketing Systems
Certifications & Qualifications
ITIL Foundation Certification
Industry Keywords
Managed ServicesCustomer SupportSupport ContractsOperational EfficiencyTechnology Services
About the role
Key responsibilities & impact- Monitor support mailboxes and service management queues, ensuring customer requests are logged, prioritised and assigned appropriately
- Track incidents, service requests and maintenance activities against agreed service levels and customer commitments
- Coordinate activities with Technical Leads and engineers to ensure support tickets progress efficiently and risks are identified early
- Provide customers with timely, accurate and professional updates regarding incidents, requests, planned maintenance and service performance
- Coordinate planned maintenance activities, ensuring resources are scheduled appropriately and customers are kept informed
- Monitor support service performance and highlight capacity constraints, SLA risks, recurring issues and escalation requirements
- Prepare service reports and operational information to support customer meetings, service reviews and internal governance activities
- Coordinate the on-call rota, ensuring support coverage is maintained and responsibilities are communicated clearly
- Work with Sales and operational teams to support contract renewals, service changes and the mobilisation of new support agreements
- Maintain accurate service records, documentation and reporting information across support contracts
- Identify opportunities to improve support processes, customer experience, reporting and operational efficiency
- Support the delivery of high-quality support services that achieve customer satisfaction, contractual commitments and business objectives
Requirements
What you’ll need- Experience working in a service desk, application support, managed service or customer support environment
- Strong organisational and coordination skills, with the ability to manage multiple priorities simultaneously
- Excellent verbal and written communication skills
- Experience working with ticketing or service-management platforms
- Strong customer-service skills and the ability to build positive working relationships
- Experience monitoring and progressing incidents, requests and operational activities against defined targets or service levels
- Attention to detail and a proactive approach to problem solving
- Ability to collaborate effectively with technical and non-technical stakeholders
- ITIL Foundation certification or knowledge of ITIL service-management practices
- Experience supporting software applications or technology services
- Experience preparing service reports or coordinating service review activities
- Awareness of support contract management, renewals or commercial service processes
- Experience working within software development, managed services or technology organisations
Benefits
Comp & perks- Personalised Career Development: A development plan customised to your goals and aspirations, with learning and development opportunities
- Flexible work arrangements
- Generous annual leave allowance
- Enhanced family friendly benefits
- Pension scheme
- Access to private health, well-being, and insurance schemes
- Diverse and inclusive workplace
- Equal opportunities employment