It Service Desk Coordinator

ExtraCare Charitable Trust; Coventry; Presencial; GBP 25.000 - 30.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

25 days annual leave

Contributory pension

Buy and sell holiday

Life insurance

Attendance reward

On-site gym access

Descripción de la vacante

ExtraCare Charitable Trust is seeking an IT Service Desk Coordinator to join the Head Office in Coventry. You will act as the first point of contact for IT inquiries, log and progress tickets, and handle basic account support and password resets.

You will ensure tickets are updated with clear progress, follow standard procedures, and assist with procurement records and service notices as needed. This fixed-term role offers a structured 37.5-hour week and a competitive package.

Formación

• Experience helping customers, colleagues or the public is desirable.
• 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 with tight deadlines.

Responsabilidades

• Act as a first point of contact for IT enquiries via telephone, email, self-service portal or in person.
• Log incidents and service requests with relevant details in the service management system.
• Maintain ownership of assigned tickets and provide progress updates until resolution.
• Complete basic first-line checks and follow knowledge articles and documented fixes.
• Resolve password resets, account unlocks and MFA resets after identity checks.
• Raise and process IT purchase orders and maintain procurement records.
• Keep ticket, asset and request records up to date.
• Use standard communications and knowledge articles and flag gaps to the Service Desk Manager.
• Support major incident communications and service notices when instructed.
• Protect confidential information and follow information security procedures.

Conocimientos

Customer service

Office applications

Ticketing system

Clear written/verbal communication

Ability to work under pressure

Educación

Experience in customer service/administration environment

Herramientas

Ticketing system

Descripción del empleo

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