Service Desk Coordinator (SL)

Company Overview

Platned is a rapidly expanding Enterprise Services company with a global presence, headquartered in the UK. We are business transformation experts who specialise in serving clients utilising the world-class IFS product suite. We do this by providing comprehensive solutions and IT consultancy to help them maximise their investment and achieve their business objectives.

 

Role overview

We are on the lookout for an individual who will be responsible for managing and triaging support tickets, ensuring they are assigned to the appropriate resources and prioritised effectively. This role does not involve direct resolution of complex technical issues but will focus on efficient ticket workflow management, escalations, and communication with clients and internal teams.

The ideal candidate will have a passion for learning and should be a good team player who enjoys working in the IT services industry and ensuring smooth coordination of supporting 100+ internal employees working in ERP consulting teams and software development.

 

Responsibilities

• Ensure support services are managed and delivered within agreed timelines and budgets, maintaining efficiency and cost-effectiveness.
• Develop a thorough understanding of each customer’s business objectives, challenges, and expectations to deliver maximum value through our products and services.
• Support the support teams in achieving Key Performance Indicators (KPIs), including Case Age, Resolution Time, and Response Time, ensuring operational excellence
• Manage escalations to the Level 1 escalation group in line with established escalation management guidelines, ensuring timely and effective resolution.
• Conduct weekly Support Roundtable meetings with support team leads to align on strategies and achieve support service delivery goals and KPI targets.
• Regularly review support tickets to ensure accurate categorisation, proper progression, and timely resolution.
• Participate in customer feedback calls at least once per month to gather insights on service quality, team performance, and process effectiveness.
• Take part in weekly review meetings chaired by team leads and managers to assess progress, address challenges, and support the strategic objectives of the Support Delivery Centre (SDC).
• Assist the Support Manager with the onboarding of new customers and the transition of support services.
• Support the wider support team in streamlining and continuously improving support processes to ensure high-quality service delivery

 

Working Hours

• UK shift

 

Knowledge, skills, and abilities

• Bachelor’s degree in Business, Marketing, IT, or a related discipline.
• Minimum of two years’ experience in a customer-facing role (e.g. Customer Success, Account Management, or similar).
• Excellent written and verbal communication skills.
• Strong problem-solving and analytical capabilities.
• Well-developed interpersonal skills, including active listening, decision-making, problem-solving, and negotiation.
• Ability to work independently with minimal supervision, while contributing effectively within a team environment.
• Ability to manage multiple customer accounts and prioritise tasks efficiently.
• Experience with ticketing platforms such as Jira, Freshservice, or ServiceNow would be an advantage.
• Experience with IFS or other ERP systems would be an added advantage.
• ITIL certification would be an added advantage.

 

What We Offer:

• An opportunity to join a leading Enterprise Service company.
• A supportive and collaborative work environment that values innovation and continuous learning.
• Competitive compensation package and benefits.
• Opportunity for career growth as we expand our presence globally.

 

If you are willing to learn and a great team player who enjoy working in ERP services industry, we encourage you to apply. Please submit your resume through LinkedIn (preferred) or email to careers@platned.com. Due to our great success and consequent rapid growth, we will be conducting interviews promptly and deciding within a short period.