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  • Job Type: Permanent
    Categories: IT Jobs
    Location: Birmingham
    Job ID: 165378
    Company: SCC





    SCC – Specialist Computer Centres is the leading IT services organisation in Europe.

    We have been established for over 40 years and have a turnover in excess of £3 billion.


    Our business continues to grow creating an opportunity for a Service Assurance Co-ordinator to join the team in Birmingham.

    Overall Job Purpose:


    Reporting to the Service Assurance Manager within Service Assurance team, ensuring assessment and governance of the Service Centre processes and procedures, through effective quality checks and reporting. Focus on Customer Satisfaction and achievement of OLA’s and SLA’s.


    Main Duties 

    • Support the Incident Management process to ensure normal service is restored as quickly as possible with minimum disruption.
    • Perform daily, weekly, monthly quality and assurance checks on Service Desk(s), ensuring the correct process and procedures are being followed.
    • Liaise with Team Leaders (in both UK and Romania) as part of the virtualised Service Desk and provide Management Information to them, to assist them to drive the quality and performance of their team(s).
    • Monitor customer event based survey results, liaising with the customer and coordinating any corrective actions.
    • perform call monitoring assessment’s
    • Trending on quality issues
    • Contribute to service improvement plans, owning and delivering against actions.
    • Quality of service for new customer transitions
    • Assist in Service Centre project related activity
    • Support Service Assurance Manager with toolset / process changes and associated testing.


    • Skills, Knowledge & Experience:
    • Quality Assurance skills to assess quality and completeness of deliverables would be highly advantageous
    • Proactive, diligent, self-motivated, a strong team player capable of working unsupervised and meeting requirements on their own.
    • Broad knowledge of Service Desk(s) processes and procedures.
    • ITIL Awareness
    • A driven, quality focussed nature and possesses a “can-do” attitude with a goal-orientated approach.
    • Demonstrates a responsible, disciplined and analytical approach even when under pressure.
    • Be able to challenge the current way of operating with service improvement in mind
    • Good people and communication skills.
    • Service Now Knowledge and advantage

    Interested ?
    Then click the response button now !
    At SCC, we take the privacy and security of your information very seriously, any information we hold will be in accordance with current data protection legislation.
    Upon submitting your application SCC will process your information in line with our privacy policy which can be found on the SCC Careers website under ‘Recruitment Privacy Policy’.