a local organisation to the milton keynes area are looking to recruit incidentdesktop coordinators to join their growing desktop support function the successful candidate will coordinate the fault jobs within a busy desktop support department dealing with circa users across a large multi departmental complex with strict slas and targets you will be responsible for scheduling engineers workloads reviewing ticket queues to ensure priority jobs are prioritised the successful candidate will also be responsible for monitoring engineer progress and performance as well as informing the end user of engineer etas and progress the role holder will also own several dailyweekly status reports showing the performance of engineers teams and the performance job activities coordinate incident queues ensuring that engineers attend incidents in a timely fashion within the agreed sla update end users as to the eta of an engineerresolution to their incident via phone email and instant messaging assign incidents to engineers based on geographical location and urgency update and maintain notes within tickets ordertrace parts etc if required by engineers coordinate and instruct engineers and team leaders regarding the allocation of work generate and maintain engineerteam performance reports provide feedback and escalation to the senior management in charge of the it engineer team be a point of escalation for the customer support helpdesk team regarding tickets that are assigned to the engineers required experience have worked as an incident manager incident allocator previously have demonstrable experience of managingunderstanding slas and targets have worked with an incident management system remedy landesk heat service manager service alliance previously have worked in a coordination role where the allocation of work to engineers is a core aspect of the role if you have experience working in a similar role and you are interested in this exciting opportunity then please send me your cv asaphays specialist recruitment limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers by applying for this job you accept the tcs privacy policy and disclaimers which can be found at hayscouk