Service Operations Associate – Technical Services (ICT Scheduling & Service Delivery)

• Own and manage the scheduling and assignment of technical service tickets and project work to field engineers
• Coordinate daily workloads across the Technical Services (hardware and print) team
• Prioritise tickets based on SLA, urgency, resource availability, and business impact
• Arrange and confirm 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, engineer capacity, and service delivery timelines
• Identify and escalate risks including SLA breaches, resourcing conflicts, and service delays
• Maintain accurate and timely updates within the ITSM/ticketing system
• Produce regular operational reports covering scheduling, performance, and delivery metrics
• Act as a key communication point between customers, engineers, and internal stakeholders
• Liaise with onsite team leads to support capacity planning and resource allocation
• Coordinate with third-party vendors, warranty providers, and suppliers where required
• Support incident resolution, parts coordination, and service continuity activities
• Ensure all documentation and service records meet internal and ISO governance standards
• Support audit readiness and compliance with ISO 20000, 27001, 9001, 14001, and 45001 standards
• Contribute to continuous improvement initiatives and process optimisation within Service Operations
• Provide occasional cover support for helpdesk and operational queue management as required
• Deliver a professional, customer-focused service experience at all times

• Minimum 2+ years’ experience in a customer-facing or service coordination role
• Proven experience working in a high-volume IT service or technical operations environment
• Strong experience managing service tickets and scheduling within an ITSM system
• Good understanding of ITIL service management principles (ISO 20000 awareness desirable)
• Strong organisational and prioritisation skills
• Excellent communication and stakeholder management abilities
• High attention to detail and strong documentation discipline
• Ability to manage competing priorities in a fast-paced operational environment
• Strong problem-solving and escalation handling capability
• Commercial awareness of SLA impact, resource planning, and service delivery priorities
• Fluent English (written and spoken)
• Commitment to continuous learning and professional development (ITIL certification support available where required)

• Experience in IT service coordination, dispatch, or scheduling role within technical services
• Hands-on experience using ITSM/ticketing systems in a live service environment
• Strong customer service and communication skills in a technical support context

• ITIL Foundation certification or working towards it
• Experience supporting or coordinating hardware, print, or field service teams
• Knowledge of ISO-aligned service management frameworks
• Experience working with vendors, warranty providers, or outsourced service partners

• Competitive salary and company pension scheme
• Free financial advice service
• Life assurance and comprehensive wellness programme
• Sponsored training and ongoing professional development
• Regular team-building events and company initiatives
• 3 paid volunteer days per year