Customer Support Coordinator

Customer Support Coordinator – ICT Scheduling & Service Delivery

Location: Enniscorthy, Quarrypark, Co. Wexford (office-based with occasional customer/site visits)

Division: ICT Services & Solutions – Customer Support Centre

Contract: Permanent

Hours: Full-time, Monday–Friday, 09:00–17:30 (occasional flexibility required for customer or helpdesk coverage)

Start Date: ASAP

About the Role

Are you highly organised, customer-focused, and confident coordinating technical services in a fast-paced environment?

We are looking for an experienced Customer Support Coordinator to join our ICT Service Operations team. This role is central to the effective scheduling, coordination and delivery of customer support services, ensuring tickets are appropriately assigned, prioritised and progressed in line with customer SLAs and operational requirements.

Working closely with engineers, customers, project teams, vendors and internal stakeholders, you will help ensure that resources are effectively allocated, service commitments are met, and customers receive clear and timely communication throughout the support process.

This is a key operational role with significant responsibility for service performance, customer experience and continuous improvement. You will also contribute to process optimisation and automation initiatives designed to improve efficiency, reduce manual effort and deliver a consistent, high-quality service.

Role Overview

The purpose of this role is to coordinate the end-to-end scheduling, assignment and tracking of customer support tickets and project activities within an IT Service Management (ITSM) environment.

You will monitor ticket queues, manage priorities, coordinate engineer workloads, track SLA performance and identify potential service risks before they impact customers.

The role requires someone who is highly organised, commercially aware and confident in directing and coordinating the work of others. You will need to manage competing priorities effectively while maintaining a strong customer focus and ensuring accurate records and communication throughout the service lifecycle.

You will report to the Service Delivery Manager and work closely with the Project Management Coordinator to support capacity planning and ensure adequate resources are available for project delivery.

Responsibilities

• Own and manage the assignment and scheduling of customer support tickets across relevant queues to ensure work is appropriately allocated and progressed.
• Coordinate daily workloads across the Customer Support Centre and wider Service Operations team.
• Prioritise tickets based on SLA requirements, urgency, business impact, resource availability and customer requirements.
• Arrange and coordinate customer appointments, ensuring clear communication and timely updates.
• Monitor ticket queues, backlog, ageing and SLA performance to ensure service targets are achieved.
• Track scheduled work, resource utilisation, project activities and service delivery timelines.
• Identify and elevate risks including SLA breaches, scheduling conflicts, resource constraints and service delays.
• Maintain accurate and timely updates, communications and documentation within the ITSM/ticketing system.
• Produce regular operational reports covering ticket performance, resource allocation, project progress and service delivery metrics.
• Act as a key communication point between customers, engineers, project teams and internal stakeholders.
• Liaise with the Service Delivery Manager and Project Management Coordinator to support capacity planning and resource allocation.
• Provide clear visibility of service progress, outstanding actions, risks and delivery performance.
• Coordinate with third-party vendors, warranty providers and suppliers where required.
• Support incident management, parts coordination and service continuity activities.
• Provide backup support for ticket management, scheduling, triage and operational queue monitoring across Service Operations.
• Ensure all documentation and service records meet internal governance and ISO management system requirements.
• Support audit readiness and compliance with ISO 20000, 27001, 9001, 14001 and 45001 standards.
• Represent the Customer Support Centre on the Environment, Health and Safety (EHS) Committee as required.
• Contribute to continuous improvement, process optimisation and automation initiatives within Service Operations.
• Work collaboratively with the wider team to ensure appropriate cover during periods of leave and maintain service continuity.
• Deliver a professional, responsive and customer-focused service experience at all times.

Knowledge & Experience Required

• Minimum 2+ years' experience in a customer-facing, service coordination or service operations role.
• Proven experience working in a high-volume IT service delivery or technical operations environment.
• Minimum 2+ years' experience in a service coordination role, preferably within IT Service Delivery.
• Strong experience managing service tickets, scheduling and workloads within a recognised ITSM system.
• Good understanding of ITIL service management principles and experience working within an ITIL framework.
• Knowledge of ISO 20000 and IT service management best practices.
• Strong organisational and prioritisation skills.
• Excellent written and verbal communication skills.
• Strong stakeholder management and relationship-building abilities.
• High attention to detail and strong documentation discipline.
• Ability to manage competing priorities and remain effective in a fast-paced operational environment.
• Strong problem-solving, decision-making and escalation-handling capability.
• Commercial awareness, including understanding of SLA impact, resource utilisation, cost control and customer service priorities.
• Fluent English, both written and spoken.
• Commitment to continuous learning and professional development.
• Commitment to achieving ITIL certification within 12 months if not already certified.
• Proven experience in IT service coordination, dispatch, scheduling or service operations within a technical environment.
• Hands-on experience using ITSM/ticketing systems within a live service environment.
• Strong customer service and communication skills within a technical support or service delivery context.
• Experience working to SLAs and managing competing service priorities.
• Strong ability to coordinate and direct the work of others.
• Good understanding of ITIL service management processes.
• ITIL Foundation certification or demonstrable commitment to achieving certification.
• Experience supporting or coordinating hardware, print, field service or technical engineering teams.
• Knowledge of ISO-aligned service management frameworks.
• Experience working with vendors, warranty providers, suppliers or outsourced service partners.
• Experience producing operational service reports and performance metrics.
• Experience contributing to process improvement, automation or service optimisation initiatives.

What’s in It for You

• Competitive salary and company pension scheme.
• Life assurance and comprehensive wellness programme.
• Sponsored training and ongoing professional development.
• Regular team-building events and company initiatives.
• The opportunity to develop your career within an established ICT Service Operations environment.
• Exposure to ITIL, ISO-aligned service management and continuous improvement practices.
• The opportunity to make a direct impact on customer experience, service performance and operational efficiency.

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