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Service Delivery Co-Ordinator
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Quick apply
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Service Delivery Co-Ordinator

Ekco -
Port Laoise, County Laois

Quick apply

Job details

Benefits

Annual leave
Company pension
Employee assistance program

Qualifications

ConnectWise
English
Analysis skills
Account management

Full job description

About Ekco

Founded in 2016, Ekco has quickly become one of Europe’s fastest-growing cloud solution providers and your trusted security-first Managed Service Provider.
IT leaders choose Ekco to drive operational efficiency, scale smarter and stay ahead of risk – powered by local expertise, delivered at European scale.

We specialise in helping organisations advance their cloud maturity guiding transformation, strengthening security, and maximising the value of their technology investments.

️ In simple terms: we help organisations modernise with confidence securing their systems, optimising their cloud, and keeping them resilient in a rapidly changing world.

Today, we’re a thriving team of 1,000+ talented and supportive colleagues across the UK, Ireland, Benelux, South Africa, and Malaysia—and we’re continuing to grow.

At Ekco, how we work matters as much as what we deliver. Our people live by four core values that shape everything we do:

On It: We take ownership, follow through, and get things done.
All In : We collaborate, support each other, and commit fully to shared goals.
Connected: We build trusted relationships with colleagues, clients, and partners.
Hungry to Grow: We stay curious, keep learning, and push ourselves to the next level.

If these values resonate with you, you’ll feel right at home here.

The Role

The Service Co-Ordinator is a central quality and control role within the Service Desk, responsible for ensuring tickets, communications, reporting, and service processes are delivered consistently, accurately, and on time. Through regular call handling, they are one of the primary points of contact for customers, acting as a trusted conduit for customer feedback and the voice of the customer within the service organisation.

This role acts as the conduit between engineers, service delivery, account management, and customers, improving customer experience through structure, visibility, and governance rather than technical resolution.

Responsibilities

Quality manager for Ticket Hygiene and Standards, assessed through regular ticket audits .
Ensure time entries are accurate timely and compliant with standards, working with Service Delivery Management to ensure compliance across teams.
Act as Connectwise Ticketing SME for Service, recommending and requesting improvements as required ensuring we are aligned to best practice.
Assist with reporting, views and operational dashboards both internal and external. Providing insights not just data.
Customer Feedback – own feedback processes NPS, CSAT, CES and Customer Sentiment tracking
Taking follow up calls from customers and routing to correct resources.
Monitoring of call quality and volume, identifying trends and training needs
Manage Complaints end to end, ensuring they have been closed off to an acceptable standard and info gathered facilitates improvement.

Requirements

Experience in a customer facing role, with a proven track record of assisting customers in times of pressure or stress.
Communication, Oral - Speaks English clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
Communication, Written - Ability to communicate in writing clearly in English and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively. Clearly document everything that is created.
Problem Solving - Identifies problems in a timely manner; gathers and analyses information skilfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations.
Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
Team Builder - Balances team and individual responsibilities; gathers and analyses information skilfully; develops alternative solutions; resolves problems in early stages; works well in group problem solving situations.
Analytical Skills - Ability to use thinking and reasoning to solve a problem.
Work ethic – Aim to complete projects to the highest possible professional standards

Benefits / Perks

️ Time Off: 25 days annual leave + public holidays
Birthday Leave: One extra day off to celebrate
Company Pension Scheme
Employee Assistance Programme (EAP) for wellbeing support
️ EkcOlympics: Global team activity challenges
Unlimited access to Pluralsight for continuous development
Real opportunities to grow, including international progression

Why Ekco

️ Microsoft’s 2023 Rising Star Security Partner of the Year
First Irish Microsoft MSP to achieve all four Microsoft Security Specializations
Ranked 4th fastest-growing technology company in the Deloitte Fast50 Awards
A culture rooted in diversity, equality, inclusion & belonging
A commitment to internal mobility and career progression
Flexible, family-friendly working at the heart of our culture
Proud to be your trusted security-first Managed Service Provider chosen by IT leaders to drive operational efficiency, scale smarter and stay ahead of risk.

Quick apply

Refine Your Search

Cloud Service Delivery Manage jobs

Service Delivery Co-Ordinator

App Support Specialist - Entry Level

Senior Delivery Acceleration AI Specialist

Cyber Service Delivery Manager

ASPIRE GSC – Service Desk Level 1/Level 2 Analyst

Service Delivery Manager (gn)

IT Support & Systems Administrator

Cloud Security Analyst

Technical Program Manager

Project & Change Delivery Manager

Senior Director - Customer Solutions (EMEA)

Project Manager

Service Desk Consultant

Junior Systems Administrator

Cloud Support Consultant

Associate Systems Administrator

IAM IGA Business Analyst, Assistant Vice President

Data Center Security Manager

Field Service Engineer

Data Center Infrastructure Installation Technician, DCC Communities

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