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Microsoft Operations Coordinator

December 1, 2022

The Microsoft Operations Coordinator (MOC) is responsible for providing first class Microsoft operational support to the sales team.  They will ensure all Trustmarque and Microsoft processes are adhered to in a continuously changing environment.

Accountabilities and main responsibilities

  • Processing orders
  • Providing operational support to the wider business on all transactional enquiries
  • Returns management
  • Pricing export and import
  • Invoice and sales order query resolution
  • Maintaining and adhering to operational error prevention guidelines
  • Reactive portal support
  • Reactive and proactive reporting
  • Ensuring contact and problem resolution guidance kept up to date for team members

Responsibilities:

The main responsibilities are detailed below, although the post holder would also be expected to perform any other duties which might reasonably be required by the business.

  • Completion and validation of all Microsoft Enterprise agreements.  Including requesting pre-credit checks
  • Maintaining a competent knowledge of the Microsoft products and licensing agreements through resitting the Microsoft “Get Licensing Ready” assessments on an annual basis.
  • Provide a monthly Change of Channel Partner report to highlight current won and lost business
  • Adhering to the 4-hour SLA and inbox management guidelines
  • Create a quarterly rolling annual report to advise of customer agreements with upcoming actions
  • First point of contact for all portal queries including Azure, VLSC, VLPC, Explore
  • Effectively manage late requests and/or escalations
  • Conduct post order management via the Microsoft Licensing Tool (MLT)
  • Create, maintain and adhere to operational guides and Standard Operational Procedures (SOP)
  • Downloading and Importing price files
  • Manual enterprise orders
  • Supporting the wider business in pricing queries
  • Drive compliance within the ordering process to reduce errors and minimise lost incentives
  • Provide sales with general Microsoft support and advice

Knowledge

Desirable:

  • Basic knowledge of Microsoft products and services
  • Experience of Microsoft operational processes
  • In-depth understanding of all Microsoft programmes
  • In-depth understanding of all Microsoft channel incentives
  • Microsoft MCP
  • A proven track record of having built and subsequently delivered an exceptional approach to sales operations

Skills

This is a fast-paced, challenging environment, and the successful candidate must display

  • Excellent time management and organisational skills, with experience of managing a demanding workload and conflicting priorities
  • Effective communication skills; accurate, considered, persuasive and succinct
  • Strong workload management skills, escalating challenges to ensure 4-hour SLA is always adhered to
  • High attention to detail with a high degree of accuracy
  • Effective, clear and open communication skills
  • The ability to work well under pressure

Personal Attributes

The individual performing this role must demonstrate:

  • Self-motivation, confidence and initiative
  • Compliance with processes, combined with a creative approach to overcoming barriers
  • Ability to learn and adopt new skills and processes within a constantly adapting business
  • Ownership of projects and challenges through to close
  • The ability to find the positives in the negatives
  • Pride and accountability for what they do
  • Consideration of the Company as well as the Team
  • Creativity in their approach to problem solving
  • The ability to modify their approach to maximise business dependent on the individuals involved
  • A highly efficient and conscientious way of working

About Trustmarque

At Trustmarque, our vision is to enable organisations to harness the power of digital technology. For over 30 years, we have helped organisations in the public and private sectors to work smarter, run their business more effectively and unlock the value of their IT investments.

Our mission is to support our customers to buy and use innovative technology to positively impact local communities across the UK. We’re always evolving to keep up with the pace of change – to understand the technology solutions, licensing options and methodologies. Our customers come to us time and time again for collaborative transformation that helps them make better IT decisions for long-term success.

Our people are at the heart of our customer-centric business and we have company values which have been defined by our people – About us – Trustmarque. There’s never been a better time to join Trustmarque, we are growing and investing and you can play your part in influencing the future of IT in the UK.

One of our values is “be diverse and inclusive because we know that diversity of thought and experience positively benefits our ability to deliver work. We consider all suitably qualified applicants regardless of sex, gender identity or reassignment, race, disability, religion or beliefs, age, or sexual orientation. We recruit and develop our people based on merit and their passion, and we’re committed to creating an inclusive environment that reflects the diversity of the communities we serve. During the application process, you’ll be given the option to share your personal characteristics and data with us. This helps us understand our candidate pool so we can do everything we can to attract a diverse range of people and ensure our recruitment process is fair and inclusive.

All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Trustmarque colleagues who can work from home should do so. Social distancing, enhanced hygiene and safety measures are already in place to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our colleagues and customers safe during this time.

Standard benefits

As well as competitive rates of pay, we offer 25 days holiday (rising to 27), 2 volunteering days and 1 personal day plus bank holidays.  We also provide a substantial benefits package which includes a company-matched pension, life assurance, enhanced parental leave policies, the option to buy extra leave, a cycle2work scheme and more.

Trustmarque is an award-winning IT partner that delivers IT solutions allowing our customers to work smarter and more effectively. We simplify business, through a flexible and cost-effective approach that empowers organisations and their people. Giving honest, simple, and independent advice we help our customers to navigate an increasingly complex world of IT – and that’s exactly what you’ll do too, if you join our talented team here.

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