Hybrid Helpdesk Coordinator & Resource Planner

Apogee; Maidstone; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

Apogee is a leading UK managed workplace services provider. We are seeking a proactive Helpdesk Administrator, Resource Planner & Coordinator to join our Service Operations team in a busy MSP environment. You will coordinate tickets, schedules and installations, liaise with engineers and internal teams, and maintain high-quality customer service.

Hybrid working with some flexibility to work from home. The role suits an organised individual who can manage multiple priorities, work across shared

Qualifications

• Previous experience within a Helpdesk, Service Desk, MSP, or customer service environment.
• Strong administration and coordination skills.
• Excellent organisational skills with the ability to manage multiple priorities simultaneously.
• Experience assigning and coordinating work across technical or operational teams.
• Strong customer service and communication skills.
• Ability to remain calm and effective when managing urgent or high-priority incidents.
• Strong Microsoft Office skills, particularly Outlook and Excel.
• Comfortable managing multiple inboxes, tasks and deadlines simultaneously.
• A proactive, resourceful and highly organised approach to work.

Responsibilities

• Monitor and manage multiple shared support mailboxes and service queues.
• Log, triage, assign and progress support tickets.
• Coordinate and schedule field-based and remote engineering resources.
• Book installations, service visits and technical appointments.
• Provide timely updates to customers and internal stakeholders.
• Prioritise and escape urgent or high-priority incidents.
• Process chargeable service requests and maintain accurate records.
• Ensure service requests are managed in line with SLA requirements.
• Liaise with engineers, suppliers, customers and operational teams.
• Support reporting, administration and service coordination activities.
• Help maintain excellent customer service standards and operational performance.

Skills

Helpdesk experience

Administration

Coordination

Multi-priority management

Customer service

Calm under pressure

MS Office

Inbox management

AI literacy

Tools

Outlook

Excel

Job description

Apogee is a leading UK managed workplace services provider. We are seeking a proactive Helpdesk Administrator, Resource Planner & Coordinator to join our Service Operations team in a busy MSP environment. You will coordinate tickets, schedules and installations, liaise with engineers and internal teams, and maintain high-quality customer service.

Hybrid working with some flexibility to work from home. The role suits an organised individual who can manage multiple priorities, work across shared