IT Project Coordinator

Expiring today

19000.00 - 25000.00 GBP Annual
27 May 2021
24 Jun 2021
Contract Type
Full Time
Our client is an award-winning, Scottish based company with Offices in Edinburgh and the Borders that delivers great value market-leading internet, Telephony and IT managed services to small and medium-sized businesses throughout the UK with fantastic customer service. They have expanded as a business after acquiring a new Edinburgh based business which has allowed them to expand their service offering.

Location can be either the Edinburgh or Scottish Borders office.

We don't want to micromanage; we want you to join our team and be good at being you therefore we are looking to recruit staff who will work in the office 2/3 days per week and at home the remaining days of the week. We firmly believe that our people are our business and we're proud of the 'One Team' culture we've created at Our client.

Duties and Responsibilities:


To manage, coordinate and take ownership for the provisioning of projects on your own portfolio of customers, through to the completion of services delivered to include the installation and management of high speed internet circuits, Local Area Networks, Hosted IP Telephony implementation and Hosted MS Exchange:

Configure and test hardware and services required as part of customer orders

Communicate with customers to set and meet expectations and answer queries about their orders in a timely manner

Troubleshoot and resolve issues with newly provisioned services

Liaise directly with suppliers, ensuring the correct escalation process is utilised, when dealing with any issues raised to reach a swift resolution to any issues.

Process orders from initial sales enquiry through to provision end for existing customers, ensuring all processes in place are adhered to

Provide the billing team with accurate information on customer purchases and completion of billing handovers

Work closely with sales team to ensure that all customer requirements can be delivered within the agreed timescale

Process orders from Sales through to Project completion for all customers, ensuring all agreed processes are adhered to

Manage project plans throughout the project lifecycle

Ensure that the billing handovers are completed in an accurate and timely manner

Manage and complete feedback calls with the team, and track responses

Ensure that projects are being dealt with according to agreed procedures.

Ensure that the use appropriate tools and methodologies are being used .

Drafting and maintaining procedures and documentation for projects

Ensure that the customers are being updated regarding ongoing projects on a regular basis

Ensure that you are managing your time effectively on a daily, weekly and monthly basis

Participate in project initiation meetings where appropriate.

Apply a Project Management focus to all sales handovers.

Ensure that you are managing your time on projects in the most efficient manner

Ensure that you have the ability to manage Communication, Voice and Managed Service's projects


Contribute to and meet KPI targets.

Support other teams, when required and ensure we demonstrate "one team" approach always

Meeting internal and external Service Level Agreements.

Ensuring coverage for inbound communications and training new members of staff on both company and team processes and policies

Ensure that you are meeting internal and external SLA's

Maintaining ConnectWise/IT Glue as a single source of data, ensuring all data is maintained to a high standard.

Ensure that all timesheets are accurate and completed

Contribute to and meet KPI targets set out for the Projects team

Prioritisation of own projects

Consistently reports to management on progress of on-going projects

Responsible for ensuring that processes and procedures are followed by all team members

Deputises for other management team where required

Conducts themselves in a manner that is appropriate for a Our client Member of staff

To participate in the wider company activities to promote external team collaboration.

Demonstrates company's core values and operates within these principles

To participate in and promotes the core values of Our client

To follow company's health and safety policies and procedures; report any safety issues; and participate in the company's objective to be a safe and healthy workplace

Supports and encourages other Projects Team members to better understand, develop new skills and improve existing ones


Contribute towards the operating plan by suggestion and delivery of actions as well as completion of tasks

Ensure that all company values and principles are promoted and adhered to

Support other teams, when required and ensure we always demonstrate a "One Team" approach

Promote social media strategy

Actively drive the Upsell to ensure compliance and delivery of the Company KPI's

Conduct themselves in a manner that promotes Our client positively


Experience of working with Microsoft applications

Understanding of hosted Cloud Solutions

Strong understanding of Voice and Data technologies

Strong focus on customer communications

High level of interpersonal skills

Ability to deliver high performance in challenging situations

Meticulous attention to detail

Demonstrate ability to work under own initiative

Good work ethic, and demonstrate a positive can-do attitude

Other such reasonable duties within the general scope of the job title at the manager's discretion.

Identify opportunities for upselling products

Previous Project Management experience preferred and within the Manage Services or Telecoms industry an advantage

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