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.

Service Delivery Co-Ordinator

Benefits

Job Description