Information Technology Help Desk Coordinator

Serata Search (UK) Ltd; Burnley; On-site; GBP 40,000 - 60,000; Full time

Job summary

Join a leading IT support solutions provider as an IT Help Desk Coordinator! This role focuses on managing workflows and ensuring exceptional customer service levels. You'll coordinate tasks for engineers, maintain service level agreements, and act as a key contact for clients. An exciting opportunity awaits in a supportive environment that values training and development. If you're passionate about customer service and have a background in IT helpdesk operations, this is the perfect position for you to thrive and grow in your career.

Qualifications

• Strong background in client service with excellent communication skills.
• Experience in an IT support desk environment, ideally within an MSP.

Responsibilities

• Manage workflow and coordinate jobs for engineers effectively.
• Provide a dedicated point of contact for customers regarding service issues.

Skills

Communication Skills

Customer Service

IT Helpdesk Knowledge

Ability to Work Under Pressure

Microsoft Office 365

Active Directory

Job description

Information Technology Help Desk Coordinator

1 day ago Be among the first 25 applicants

Our client is a leading provider of IT Support Solutions within both private and public sectors. Established for over a decade, they are hugely successful and respected as a managed service provider. We are now looking for an ambitious and experienced IT Helpdesk Coordinator to help manage the workflow and customer service levels. The company is absolutely superb to work for and provides a great environment and culture, with great training and development opportunities. This is a customer-focused role rather than technical, but the right IT helpdesk background is needed.

Main Responsibilities

• Managing the workflow, coordinating and assigning jobs to engineers
• Updating the system accurately and efficiently
• Identifying complexity and technical need of customer tickets
• Providing a dedicated point of contact for customers for any service issues or problems
• Ensuring an excellent level of service
• Working with the 2nd & 3rd line engineers to allocate more complicated incidents
• Ensuring customer tickets are flowing accurately and have the correct support
• Keeping clients updated as to the progress of their request / issue status
• Maintaining agreed SLA’s, updating ticket information as you work
• Liaise with third parties and vendors where necessary
• Working to deadlines and adapting quickly to a fast-changing environment

Main Skills and Experience as 1st Line IT Support

• Excellent communication skills (both verbal and written)
• Ability to respond to customers under SLA and work under pressure
• Customer focused with a strong background in client service
• Possesses some technical knowledge of running an IT helpdesk
• Experience of an IT support desk environment, ideally within an MSP
• Microsoft Office 365, Active Directory experience

We welcome applications of all nationalities but applicants must be eligible to work in the UK and be able to commute to the location – this is NOT a remote role.

“Serata Search are operating as an employment agency”

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Staffing and Recruiting

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