WPEP Trainee Service Desk Co-Ordinator

Training to become a Service Coordinator, the candidate will learn various tasks including using Ticketing Software to schedule support tickets, coordinate with engineers, and ensure timely resolution of client issues. The candidate will also develop customer care skills, learn how to meet and exceed customer expectations, and gain exposure to different aspects of service management.

The participant will be trained in the following:

How to use the ConnectWise system to log, classify, and schedule service tickets.

How to coordinate with engineers to ensure service tickets are addressed efficiently.

How to monitor ticket progress and update clients on the status of their issues.

How to ensure customer expectations are met or exceeded through effective communication and issue resolution.

How to assist with desk coverage, host daily team huddles, and handle other service coordination tasks as needed.

The participant will receive formal/informal training in the following

Client Communication & Support:

Handling phone and email queries, managing client relationships, and addressing concerns regarding service tickets.

Service Coordination:

Classifying and scheduling tickets, monitoring ticket progress, and managing workloads for the service team.

Process Management:

Ensuring compliance with internal processes, including scheduling efficiency and adherence to service controls.

Team Collaboration:

Working closely with engineers, schedulers, and service teams to deliver a seamless service experience to clients.

Performance Analysis & Reporting:

Presenting key performance figures in team meetings, reviewing negative feedback, and preparing reports on service ticket status.

Task and Time Management:

Organizing and prioritizing daily, weekly, and monthly tasks, including ticket reviews, client calls, and administrative duties like annual leave approvals.

This program will provide hands-on experience in service coordination and client interaction while ensuring continuous skill development in communication, scheduling, and team management.