Help Desk Coordinator | Locker Network Ops (Hybrid)

InPost Ltd.; Hemel Hempstead; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Enhanced Annual Leave

AXA Health Care

Work from Anywhere

Enhanced Parental Leave

Rail Loan

Volunteering Days

Hybrid Working

Job summary

InPost UK is seeking a Help Desk Co-ordinator to join our Network Health team. You will raise and update tickets, prioritise issues, and assist with queries from other departments to maintain locker uptime and customer satisfaction.

As part of a small team, you’ll build relationships with maintenance engineers, prepare daily reports, and ensure SLA compliance. Hours are 8:30–17:30, 40-hour week, with hybrid working options.

Qualifications

• Highly organised and process oriented.
• Brilliant customer service skills and approach to issue resolution.
• Excellent written and verbal communication.
• Effective time management with high attention to detail.
• Great critical thinking and problem-solving skills.
• Ability to express initiative and take ownership of tasks.

Responsibilities

• Raise, update, prioritise and escalate tickets within SLA lead times.
• Direct tickets to appropriate departments and discuss potential fix outcomes with teams.
• Act as the primary contact for reported faults affecting our locker network.
• Build and maintain relationships with maintenance engineers and internal teams.
• Prepare and send daily reports, including managing the planned downtime list.
• Respond to queries from other departments and manage expectations.
• Verify issues by checking CCTV when necessary.
• Update documentation throughout the day.
• Audit newly added lockers to the network for compliance and performance.
• Monitor locker capacity to meet customer demands.

Skills

Organised

Customer service

Time management

Communication skills

Problem solving

Initiative

Tools

JIRA

EAM

ServiceNow

Job description

InPost UK is seeking a Help Desk Co-ordinator to join our Network Health team. You will raise and update tickets, prioritise issues, and assist with queries from other departments to maintain locker uptime and customer satisfaction.

As part of a small team, you’ll build relationships with maintenance engineers, prepare daily reports, and ensure SLA compliance. Hours are 8:30–17:30, 40-hour week, with hybrid working options.