IT Service Desk Coordinator

ExtraCare Retail Limited; Coventry; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

25 days annual leave

Contributory pension up to 9%

Buy and sell holiday

Free life insurance

Attendance reward

On-site gym

Job summary

ExtraCare Charitable Trust is seeking an IT Service Desk Coordinator to join the team at our Coventry Head Office. You will monitor tickets, identify unassigned or aged tasks, and take action to keep the service desk running smoothly.

You will provide a friendly first point of contact for IT users, log and progress requests, and ensure timely updates to staff. The role involves basic account support, password resets, and following documented fixes while maintaining security protocols.

Qualifications

• Experience helping customers or colleagues in IT support.
• Experience in a service desk or support environment is helpful.
• Ability to log, track and update tickets clearly and accurately.

Responsibilities

• Serve as first point of contact for IT enquiries via phone, email, portal or in person.
• Log incidents and service requests with detailed information in the service desk system.
• Maintain ownership of tickets, provide progress updates and confirm resolution with users.
• Complete basic first-line checks and follow knowledge articles and fixes.
• Handle password resets, account unlocks and MFA resets after identity checks.
• Raise and process IT purchase orders; keep procurement records up to date.
• Keep asset and request records accurate; flag outdated guidance.
• Support major incident communications and service notices when instructed.
• Protect confidentiality and follow information security procedures.

Skills

Customer service

Ticketing system

Communication skills

Prioritisation

Work under pressure

Tools

Ticketing system

Job description

ExtraCare Charitable Trust are looking for a IT Service Desk Coordinator!

Are you an experienced IT Service Desk Coordinator looking to develop your career with an award winning, forward-thinking charity?

We have an exciting opportunity for a IT Service Desk Coordinator to join our team based at our Head Office in Coventry. At The ExtraCare Charitable Trust, you will monitor personal tickets and the wider Service Desk queue throughout the day, identifying unassigned, ageing, overdue or incorrectly routed work and taking the appropriate action.

The Service Desk Coordinator provides a friendly and reliable first point of contact for colleagues who need IT help. The role focuses on accurately logging and progressing tickets, completing approved standard service requests, carrying out basic account support, and keeping users informed.

Key Duties:

• Act as a first point of contact for IT enquiries received by telephone, email, self-service portal or in person.
• Log incidents and service requests accurately in the service management system, recording the customer, affected service, symptoms, impact, urgency and relevant troubleshooting information.
• Maintain ownership of assigned tickets, provide clear progress updates, chase information when needed and confirm resolution with the user before closure.
• Complete basic first-line checks and follow knowledge articles, scripts and documented fixes.
• Resolve approved password resets, account unlocks and multi-factor authentication resets after completing the required identity and security checks.
• Raise and process IT purchase orders and maintain accurate procurement records.
• Keep ticket records, asset details and request records up to date.
• Use standard communications and knowledge articles consistently and flag missing or outdated guidance to the Service Desk Manager.
• Support major incident communications and service notices when instructed.
• Protect confidential information and follow information security, data protection and acceptable-use procedures.

About you:

• Experience of helping customers, colleagues or members of the public; confidence using computers, email and common office applications. Previous IT service desk experience is not required.
• Experience in a customer service, administration, call-handling or support environment; exposure to a ticketing system
• Ability to deliver clear written and verbal communications.
• Ability to prioritise work and deliver results in a pressurised environment balancing conflicting demands to achieve acceptable outcomes.
• Flexible with the ability to work well under pressure and deliver to strict deadlines.

Benefits of the role include;

• 25 days annual leave, plus bank holidays
• Contributory pension (up to 9%)
• Buy and sell holiday
• Free life insurance
• Attendance reward
• Free use of on-site location gyms

Role Details

• Role: IT Service Desk Coordinator
• Hours: 37.5 hours per week
• Job type: 12 months fixed term
• Salary: £27,495.00 per annum

ExtraCare strives to create a workplace that fully reflects society. We want our staff to feel empowered to bring their full, authentic selves to work and be part of a safe and supportive community.

• Closing date: Thursday 29th October 2026
• Proposed Interview Date: W/C 2nd November 2026

ExtraCare is committed to making our recruitment practices as fair and inclusive as possible for all. This includes making reasonable adjustments to support candidates throughout the recruitment process.

We welcome applications from people with different ways of thinking, working and communicating and value the strengths that diversity brings to our organisation.

ExtraCare does not participate in the current "UK Visa Sponsorship" scheme, and we would not be able to facilitate sponsorship