Service Support Coordinator

3 days ago

Leederville, Western Australia Scope Systems Pty Ltd. Full time

Scope Systems is a leading supplier of technology and software solutions to the global mining and services industries. We partner with our customers to deliver innovative, reliable, and future-ready systems that drive efficiency and long-term value. With a reputation for excellence and a culture that values collaboration, growth, and innovation, we provide an exciting environment where our people can thrive and make a real impact.

The Role

We are seeking a professional Service Support Coordinator to join our Service Support team on a 6 months temporary contract.  You will be based in our office at West Leederville. This is a hands-on role overseeing daily operations, resource allocation, and service delivery aligned with ITIL best practices.

Your daily tasks will include:

· Lead, mentor, and motivate a team of support consultants.

· Allocate workloads, manage rosters, and ensure KPIs and SLAs are met.

· Act as first escalation point for customer issues and technical troubleshooting.

· Oversee ticket management in Ivanti and ensure timely resolution.

· Chair support ticket review meetings and prepare reports for management and clients.

· Identify process improvements and drive continuous learning in the team.

· Liaise with vendors and assist with invoicing and month-end tasks.

About You

Essential:

· Degree in Business, IT, or equivalent experience.

· years' experience leading a customer support team.

· ITIL qualified with practical IT service delivery experience.

· Skilled in managing resources and performance against KPIs and SLAs.

Desirable:

· ERP knowledge, particularly in the mining sector.

· Graduate Diploma in Management or leadership studies.

· High-pressure customer service experience.

Skills & Attributes:

· Strong interpersonal, communication, and customer-focused skills.

· Analytical, organised, and able to prioritise multiple tasks.

· Self-motivated with initiative and attention to detail.

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