Service Desk Administrator
Colombo
Other /
Full Time /
Remote
The Service Desk Administrator assists clients with product and service inquiries, manages sales tickets and provides support to our Account Management and Business Development representatives. Their key focus is to provide a great customer experience by assisting our Sales Reps, providing guidance, and answering any questions they may have to ensure efficient quote turnaround times.
The position is responsible for a range of sales administration tasks, including quoting, renewals, Sales team support, creating and updating process documentation, and maintaining accurate client information and documentation in our PSA. This role is diverse and will develop alongside the business. We seek a highly motivated individual eager to learn and grow within our dynamic team.
Duties and Responsibilities :
- Business Sales [Client Contact]:
- Assist clients with general questions they may have about the products or services being quoted
- Assist prospective clients with general information and pass it on to the Client Services Manager / Business Development Manager
- Work with clients to fully understand and document their requirements, e.g. many quotes include labour for delivery & installation after the completion of the sale, collate this information for other team members or departments to reference post-sale.
- Business Sales [Sales Board]:
- Monitor customers’ email mailboxes via Sales Service Board tickets, actioning requests in a prompt and professional manner
- Action tickets in the Sales Triage Queue from the Sales, Account Management and Renewals Service Boards
- Create ConnectWise Opportunities as required and assign Activities to AMs where appropriate
- As a matter of urgency, ensure any Service Tickets are transferred to the Service Desk Service Board without delay
- Business Sales [Quoting]:
- Complete quotes from the Sales Queue within SLA, using the defined product catalogue
- Ensure quotes are free from spelling or grammar issues
- Ensure pricing is according to defined product margin requirements
- The quote value exceeds $10,000; gain approval from the Account Manager
- Refer any network design changes to AMs
- Action assigned tasks from AMs
- Review any opportunity in an approved status to ensure accuracy between Quote and Sales Order
- Assist with the maintenance of products in ConnectWise and the Customer’s Marketplace, to ensure accuracy and reduce duplication
- Business Sales [Quoting Tool Support]:
- Training and guidance of other users regarding the use of the quoting tool may be requested
- As the primary user of the quoting tool, work with the client services team to continually evaluate the effectiveness of the quoting tool. Keep documentation up to date regarding system issues. This may also involve raising tickets with the software vendor and following up on unresolved issues.
- Assist the Client Services Manager and Operations Manager when trialling and evaluating alternative quoting software solutions on request
- Look for opportunities to improve the effectiveness and efficiency of the quoting process, and provide suggestions to the Client Services Manager
- Business Sales [Proposal Support]:
- Proposals are created to help sell our larger projects to clients – consistent, high-quality proposals must be delivered as swiftly as possible
- Support the development of proposals by collating details from the Account
- Managers and Account Engineers put together a quote for review
- Proposals which have been accepted fulfil the quote acceptance process to ensure accurate sales orders for procurement
- Business Sales [Contact Management]:
- Ensure names, roles and contact details of clients and their companies are kept up to date
- Business Sales [Time Entry]:
- All time is to be entered in real time using ConnectWise
- No new work is to be commenced, or breaks taken, until time entries and notes are made for the completed work
- Business Sales [Documentation]:
- Ensure documentation is updated whenever anything is learned regarding the client or their infrastructure/software environment
- Document Sales Administration procedures to enable tasks to be covered during absences for leave
- Ensure important details collected during conversations with clients during the quotation process are documented so that engineers and coordinators working to deliver the result are aware of all facets of the required work
- Business Sales [Training & Certification]:
- Complete approved training courses or activities as per the training plan agreed with the Client Services Manager,
- Business Sales [Other]:
- Attend tasks in support of Account Managers other than quoting
- Perform other general tasks as may be directed from time to time
- Adhere to the policies contained within the Employee Handbook at all times
Required Experience/Skills :
- Prior exposure to the following tools:
- ConnectWise Manage
- CPQ (Configure, Price, Quote)
- Ideally, experience working for a Managed Service Provider (MSP) or, at a minimum, a helpdesk role with multiple customers
- Flexibility to work across various customers and being able to switch between different tools and systems specific to the customer
- Experience with sales processes, implementing best practices
- Familiarity with procurement would be a good to have, but the team is also open to someone open to learning new things and genuinely interested in building knowledge/skills in other areas. The team puts a big focus on personal development.
- Customer-facing strong verbal and written communication skills
- Excellent customer service skills with a user-focused approach
- Ability to multitask and manage time effectively in a fast-paced environment
- Ability to think on your feet, and also the willingness to ask for assistance when needed
- Someone who isn’t afraid to get things done
- Ability to work collaboratively with resolver teams and escalate issues appropriately
- Proactive and detail-oriented: sourcing pricing and vendor engagements, and the ability to discuss pricing, initial conversations, ordering, etc.
- Willingness to give it a go – taking the initiative GSD
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
